IT Service Desk Engineer

What you'll do

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

Required Skills and Experience

• 5+ years of Tier 2 technical support experience across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces, including 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack in an enterprise environment supporting 1,000+ users
• Proven root cause analysis, escalation management, and SLA ownership in a high-volume support environment, with demonstrated ability to mentor Tier 1 engineers and improve escalation quality
• Mid-level networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting, combined with working knowledge of scripting, automation, or workflow tooling to improve efficiency at scale
• Track record of using support metrics and recurring issue data to identify improvement opportunities, create documentation that reduces ticket volume, and communicate outcomes to stakeholders
• Experience working in agile, cross-functional IT environments with multiple concurrent priorities
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human‑in‑the‑loop practices to deliver business‑ready outputs and drive measurable improvements in efficiency, cost, and quality.