About the CompanyGemini is a global crypto and Web3 platform founded by Tyler Winklevoss and Cameron Winklevoss in 2014. Gemini offers a wide range of crypto products and services for individuals and institutions in over 70 countries.Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we help you buy, sell, and store your bitcoin and cryptocurrency. At Gemini, our mission is to unlock the next era of financial, creative, and personal freedom.In the United States, we have a flexible hybrid work policy for employees who live within 30 miles of our office headquartered in New York City and our office in Seattle. Employees within the New York and Seattle metropolitan areas are expected to work from the designated office twice a week, unless there is a job-specific requirement to be in the office every workday. Employees outside of these areas are considered part of our remote-first workforce. We believe our hybrid approach for those near our NYC and Seattle offices increases productivity through more in-person collaboration where possible.The Department: PlatformOur 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 EngineerAs 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:
- Provide quality and fast resolution to service and incident requests submitted to our support center via our ticketing system and Slack
- 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
- Provide user account management and administration via Okta, Google and Active Directory
- Manage vendor relations for those hosted and outsourced end user services and solutions
- Support the stack of productivity tools and SaaS solutions powering the success of our users. GSuite, Office 365, Slack, Zendesk and others
- Assist in Office network troubleshooting for wired and Wi-Fi connectivity and VPN services
- Troubleshoot A/V issues with connected room systems, Chromeboxes, Apple TVs, and other A/V hardware
- 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
- 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
- Educate new and existing users on Gemini best practices for use of software/tooling
Minimum Qualifications:
- Bachelor's degree in a technical field or 3-4 years of experience working as a support professional in the end user space
- JIRA administration and service management knowledge. Ability to create and maintain Jira Projects/Dashboards/Sprints, etc.
- A minimum of 2-3 years of experience in supporting and troubleshooting macOS
- Experience with JAMF policies, extension attributes, configuration profiles, etc.
- Experience managing Google Workspace services in the Admin console
- Experience with handling A/V equipment (e.g. Crestron, Logitech, Chromebox)
- Understanding of networking principles including TCP/IP, DNS, DHCP, Wi-Fi, VPN
- Experience with Okta as an IdP and two-factor authentication
- Detail-oriented and able to manage multiple priorities
- Ability to work well in a team environment in different timezones
- Excellent verbal, written and analytical skills
- Strong diagnostic, problem solving and communication skills
- Proactive self-starter, with minimum guidance or management required
- Experience troubleshooting printers, monitors, laptops, and other traditional corporate IT equipment
- Eager to work with new and evolving technologies, and streamline department processes
Preferred Qualifications:
- Experience in a startup, fintech or finance support
- Understanding of SSO implementations (i.e. Okta)
- Experience with Linux
- Strong experience with macOS
- Experience managing 2500+ devices through MDM
- Experience managing 1000+ user accounts
- Experience with Go, Python, and Swift
- Experience with Configuration Management (Ansible, Chef, Puppet or Salt)
- Experience creating and maintaining CI/CD pipelines
- Understanding of Google Workspace management and products
- Working knowledge of the Apple MDM protocol
It Pays to Work HereThe compensation & benefits package for this role includes:
- Competitive starting salary
- A discretionary annual bonus
- Long-term incentive in the form of a new hire equity grant
- Comprehensive health plans
- 401K with company matching
- Paid Parental Leave
- Flexible time off
Salary Range: The base salary range for this role is between $120,000 - $150,000 in the State of New York, the State of California and the State of Washington. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate's compensation, we consider a number of factors including skillset, experience, job scope, and current market data.At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.#LI-AA1