IT Service Desk Engineer

Details

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a candidate who is passionate about crypto and blockchain technology, is eager to leave their mark, relishes pressure and collaboration with high-caliber colleagues, and actively seeks feedback to improve.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

Note: This is a hybrid role that requires in-office presence at our London location at least two days per week.

Responsibilities

• Provide day-to-day support across hardware and software platforms for users ranging from novice to highly experienced.
• Resolve incidents and service requests following company best practices and internal knowledge resources.
• Support Coinbase’s SaaS tools, compliance practices, and on- and off-boarding processes.
• Learn, document, train, and support new applications and IT procedures; identify opportunities to refine and increase efficiency.
• Create detailed and impactful documentation for peers and the user base.
• Act as the voice of the customer: gather and document feedback to identify common issues and areas for continuous improvement.
• Collaborate with IT operations colleagues, teams across Coinbase, and BPO partners.
• Move and set up hardware and peripherals around the office as needed.

Requirements

• Technical support expertise on macOS, iOS, Chrome OS, Android operating systems and Windows; administration experience with AWS Workspaces.
• Agent-level knowledge of Jira Service Desk or similar ticketing systems.
• Mid-level networking knowledge and troubleshooting ability.
• Strong administration experience with Google for Business (Google Workspace), Atlassian tooling, Okta, Jamf, and Slack.
• Demonstrable troubleshooting methodologies and root-cause analysis skills.
• Experience managing service vendors.
• Excellent communication and time-management skills.

Nice to have

• Experience project-managing medium-scale rollouts.
• Scripting and automation experience.
• Experience working in an agile-focused delivery environment.

Compensation and benefits

• Pay Range: £58,800 — £58,800 GBP (target annual salary). Full-time offers also include target bonus, target equity, and benefits (medical, dental, vision).
• Benefits include: Private Medical Insurance, Dental insurance, Vision/Eye Care Vouchers, Life Assurance, Disability/Income Protection, Workplace Pension Scheme, Travel Medical Policy, Employee Stock Purchase Plan (ESPP), Wellness Stipend, Mobile/Internet Reimbursement, Connections Stipend, Learning and Development Allowance, Employee Assistance Program, Fertility Benefits, Generous Time Off/Leave Policy.

Other details

• Job ID: P70739
• Coinbase is an Equal Opportunity Employer and provides reasonable accommodations for applicants with disabilities.
• Coinbase may pilot AI tools for initial screening interviews for select roles; a human recruiter will review interview responses and Coinbase will not use AI to make employment decisions.