IT Service Engineer

What You’ll Be Doing

• Provide amazing day to day support across our hardware and software platforms, for incredibly seasoned to novice level users and everything in between.
• Resolve incidents and Service Requests based upon standard company best practices, utilizing our internal knowledge where and when needed.
• Support Coinbase’s SaaS tools, compliance practices, on and off-boarding processes.
• Learn, document, train, and support new applications and IT procedures, always keeping a keen eye on opportunities to refine and increase efficiency.
• Create detailed and impactful documentation for your peers and our internal user base.
• Be the voice of the customer. Gather and document feedback to identify common issues and areas for continuous improvement.
• Collaborate not only with your colleagues in IT Operations, but also with all teams within Coinbase and our BPO partners.

What We Look For In You

• Technical support expertise on MacOS, Chrome OS, along with Google Suite including Google Admin and ideally in support of 2FA methodologies.
• Knowledge of Jira Service Desk, or similar ticketing system.
• Basic knowledge of standard IT Infrastructure Configurations
• Administration experience with Google for Business, Atlassian, Okta, Jamf, Slack.
• Demonstrable troubleshooting methodologies and root cause analysis.
• Excellent communication and time management skills.
• Understanding of ITIL Principles
• Experience working with service vendors.
• Strong Customer Service Skills.

Nice To Haves

• Understanding of agile principles.
• Scripting and automation experience.
• Experience working in a Remote First environment.