IT Service Desk Engineer

2 hours ago

Taguig, National Capital Region, Philippines eTeam Full time

Job Description

The IT Operations team comprises Global Service Desk (you), CorpEng (Corporate Engineering), SolEng (Solutions Engineering), Infrastructure, Collaboration and Enablement and IT Procurement. GSD works closely with each team in providing both operational support and on various projects and is the main source of support for the company. We have a growing team with a global presence.

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.

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