Summary

The Department: Platform

Our Platform Organization’s purpose is to enable Gemini to scale effectively and empower our engineering teams to focus on building innovative financial products and experiences for individuals around the world. Within Platform the Enterprise Engineering team is responsible for managing the internal corporate technology powering Gemini’s offices and astronauts - employee hardware and software, as well as our physical locations around the world.

The Role: Enterprise Infrastructure Engineer

As an Enterprise Infrastructure Engineer, you will join a global support organization responsible for providing technical support for all end-user technologies, to all our employees. We are looking for a front-end support professional to provide timely and valuable technical assistance on IT systems across a large and diverse pool of technology services. The project side of this position is also exciting as you will be able to contribute on a wide variety of hardware, network, and software systems, as well as optimization, and implementation initiatives, all of which will keep you on a constant learning loop.

The ideal candidate will thrive in the fast-paced setting of a growing start-up and enjoy the variety of work that this position offers. You need to be proactive and customer focused. You will answer queries on technical issues and offer assistance to resolve them. You will troubleshoot, configure, and deploy a range of devices (for example, our Macbooks and Chromebooks) and conduct other daily support activities aimed to help and enhance our user community’s productivity. You are expected to perform timely and quality resolution to issues and record them in our ticketing system, while always providing an optimal customer services experience with every interaction.

In addition, this role will participate in various service management enhancement activities to implement the policies and procedures that governs the Global End User Services Team.

Responsibilities:

1. Provide quality and fast resolution to service and incident requests submitted to our support center via our ticketing system and Slack
2. Consistently document all information related to service and incident requests to ensure all interactions with customers and peers are learnt from, improving team performance as we optimize our processes
3. Provide user account management and administration via Okta, Google and Active Directory
4. Manage vendor relations for those hosted and outsourced end user services and solutions
5. Support the stack of productivity tools and SaaS solutions powering the success of our users. GSuite, Office 365, Slack, Zendesk and others
6. Assist in Office network troubleshooting for wired and Wi-Fi connectivity and VPN services
7. Troubleshoot A/V issues with connected room systems, Chromeboxes, Apple TVs, and other A/V hardware
8. Asset management administration – Laptop and Mobile device management via JAMF and Google MDM solutions. Assist the user community with the installation and configuration of IT equipment such as Mac, Chromebooks, and other peripherals
9. Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance, repairs, upgrades and implementation to always improve and innovate on the technology platform that makes Gemini tick
10. Educate new and existing users on Gemini best practices for use of software/tooling

Minimum Qualifications:

1. Bachelor’s degree in a technical field or 3-4 years of experience working as a support professional in the end user space
2. JIRA administration and service management knowledge. Ability to create and maintain Jira Projects/Dashboards/Sprints, etc.
3. A minimum of 2-3 years of experience in supporting and troubleshooting macOS
4. Experience with JAMF policies, extension attributes, configuration profiles, etc.
5. Experience managing Google Workspace services in the Admin console  
6. Experience with handling A/V equipment (e.g. Crestron, Logitech, Chromebox)
7. Understanding of networking principles including TCP/IP, DNS, DHCP, Wi-Fi, VPN
8. Experience with Okta as an IdP and two-factor authentication
9. Detail-oriented and able to manage multiple priorities
10. Ability to work well in a team environment in different timezones
11. Excellent verbal, written and analytical skills
12. Strong diagnostic, problem solving and communication skills
13. Proactive self-starter, with minimum guidance or management required
14. Experience troubleshooting printers, monitors, laptops, and other traditional corporate IT equipment
15. Eager to work with new and evolving technologies, and streamline department processes

Preferred Qualifications:

1. Experience in a startup, fintech or finance support
2. Understanding of SSO implementations (i.e. Okta)
3. Experience with Linux
4. Strong experience with macOS
5. Experience managing 2500+ devices through MDM
6. Experience managing 1000+ user accounts
7. Experience with Go, Python, and Swift
8. Experience with Configuration Management (Ansible, Chef, Puppet or Salt)
9. Experience creating and maintaining CI/CD pipelines
10. Understanding of Google Workspace management and products
11. Working knowledge of the Apple MDM protocol

Skills

• Analytical Thinking
• Communications Skills
• Development
• Problem Solving
• Python
• Software Engineering