IT Service Desk Engineer

Навыки

Обязанности

• 01Own Tier 2 troubleshooting and resolution for hardware, software, networking, and access issues escalated from Tier 1 while meeting SLAs
• 02Support Coinbase's SaaS ecosystem including Google Workspace, Atlassian, Okta, Jamf, and Slack, along with compliance and onboarding/offboarding workflows
• 03Perform root cause analysis for recurring or high-impact issues and drive corrective actions through resolution
• 04Build and maintain documentation, SOPs, and knowledge base content that reduce repeat tickets and improve support quality
• 05Partner with IT Operations, Security, IAM, Corp Engineering, Workplace, Procurement, and vendors to resolve advanced issues and improve service delivery
• 06Identify support trends and workflow gaps, then use automation, scripting, or process improvements to reduce manual work and deliver measurable operational impact

Требования

• 015+ years of Tier 2 technical support experience across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces
• 023+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack in an enterprise environment supporting 1,000+ users
• 03Proven root cause analysis, escalation management, and SLA ownership in a high-volume support environment
• 04Demonstrated ability to mentor Tier 1 engineers and improve escalation quality
• 05Mid-level networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting
• 06Working knowledge of scripting, automation, or workflow tooling to improve efficiency at scale
• 07Track record of using support metrics and recurring issue data to identify improvement opportunities
• 08Experience working in agile, cross-functional IT environments with multiple concurrent priorities
• 09Ability to responsibly use generative AI tools and copilots in daily workflows

Условия

• 01Base salary range: $96,304 — $113,859 USD
• 02Remote-first company with quarterly in-person working sessions
• 03Total compensation may include equity and bonus eligibility
• 04Benefits: medical, dental, vision, 401(k)
• 05Equal Opportunity Employer
• 06Accommodations for individuals with disabilities