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 very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

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.

Responsibilities

• Provide amazing day to day support across hardware and software platforms for users ranging from seasoned to novice.
• Resolve incidents and service requests based on standard company best practices using internal knowledge as needed.
• Support Coinbase’s SaaS tools, compliance practices, on/off-boarding processes.
• Learn, document, train, and support new applications and IT procedures, continuously seeking efficiency improvements.
• Create detailed and impactful documentation for peers and users.
• Gather and document feedback to identify common issues and areas for continuous improvement.
• Collaborate with IT operations colleagues and all teams within Coinbase and BPO partners.

Requirements

• Technical support expertise on macOS, iOS, Chrome OS, Android, Windows, and AWS Workspaces administration.
• Agent level knowledge of Jira Service Desk or similar ticketing systems.
• Mid-level networking knowledge and troubleshooting skills.
• Strong administration experience with Google for Business, Atlassian, Okta, Jamf, and Slack.
• Demonstrable troubleshooting methodologies and root cause analysis.
• Ability to move and set up hardware and peripherals around the office.
• Excellent communication and time management skills.
• Experience managing service vendors.

Nice to Haves

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

Benefits

• Medical, dental, and vision insurance fully covered for employees (partial for dependants).
• Life assurance, pension scheme, and long-term disability benefits.
• Bike to work scheme and employee stock purchase plan.
• Global travel medical policy, wellness stipend, mobile/internet reimbursement, and connections stipend.
• Learning and development allowance and employee assistance program.
• Fertility benefits and generous time off/leave policy.