IT User Experience Analyst
Location:Remote, USA
Contract Duration: Through December 2027, with potential for extension
Pay Rate:Up to $30.00/hour
Benefits: 401k, PTO, Medical Insurance, Dental Insurance
Job Overview
We are seeking a Connectivity Operations Analyst to support the monitoring, analysis, and improvement of connectivity across a growing global fleet of connected equipment. This individual will identify non-communicating telematics devices, investigate connectivity issues, perform root cause analysis, coordinate resolution efforts, and provide reporting on overall fleet communication health.
The ideal candidate will have experience supporting telematics, IoT, connected devices, fleet technology, or similar technology environments, with strong troubleshooting, analytical, communication, and problem-solving skills.
Key Responsibilities
- Monitor fleet connectivity and identify telematics or connected devices that are not communicating properly.
- Investigate connectivity failures and perform root cause analysis to determine potential hardware, firmware, network, configuration, installation, power, SIM, or customer infrastructure issues.
- Validate communication between connected devices, cloud infrastructure, and customer networks.
- Analyze connectivity trends and recurring issues using available monitoring tools and reports.
- Track connectivity issues from identification through resolution and provide updates on overall fleet communication health.
- Collaborate with Engineering, Product, Service, IT, Customer Success, and other cross-functional teams to validate findings and coordinate corrective actions.
- Prioritize issues based on customer impact and business needs.
- Develop clear reports and summaries highlighting connectivity risks, recurring problems, and opportunities for improvement.
- Help create standardized troubleshooting processes and documentation.
- Identify opportunities to improve or automate connectivity monitoring and reporting.
- Support customer onboarding and operational readiness for new deployments.
- Assist with operational projects, documentation, reporting, and continuous process improvement.
Qualifications
- Experience supporting telematics, IoT, connected devices, fleet technology, networking, or other connectivity-focused technologies.
- Hands-on experience troubleshooting technical or connectivity-related issues.
- Experience performing root cause analysis and identifying recurring or systemic problems.
- Ability to troubleshoot issues involving hardware, firmware, networks, configuration, cellular/SIM connectivity, or related infrastructure.
- Experience monitoring technical systems and analyzing operational or connectivity data.
- Strong analytical and problem-solving skills.
- Ability to document findings and communicate technical issues clearly to both technical and non-technical stakeholders.
- Strong organizational skills with the ability to track multiple issues through resolution.
- Strong written and verbal communication skills.
- Ability to work effectively in a remote, cross-functional environment.
Preferred Qualifications
- Experience with telematics, connected vehicles, engines, heavy equipment, industrial equipment, or fleet management systems.
- Experience with data analysis, dashboards, or reporting tools.
- Experience supporting customer-facing technology deployments or onboarding.
- Exposure to process improvement, troubleshooting documentation, or monitoring/reporting automation.
- Experience working across Engineering, Product, IT, Service, and Customer Success teams.
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