Sr IT Service Desk Engineer

Sr IT Service Desk Engineer

Company: Coinbase

Location: Philippines (Remote)

Job Type: Full-time

🌍 About the Role

Coinbase is looking for a Sr IT Service Desk Engineer to join their team remotely in the Philippines. This role involves optimizing and automating their IT Service Management (ITSM) platform (primarily using Jira Service Management) and supporting critical systems. The engineer will also act as a technical escalation point for the Tier 1 service desk, contribute to continuous improvement efforts, and collaborate with global teams.

🧑‍💻 Responsibilities

• Administer & Automate ITSM: Enhance workflows within Jira Service Management, driving Incident, Problem, and Change Management best practices.
• Technical Escalation: Resolve advanced IT issues and provide support to Tier 1 Service Desk.
• Core IT Systems: Manage and troubleshoot systems like Google Workspace, Okta/Duo (Identity & Access Management), Jamf (macOS management), macOS/ChromeOS, and Slack.
• Cross-Functional Collaboration: Work with teams in Security, Engineering, and Business Operations to improve IT processes.
• Data & Performance: Use tools like eazyBI/Looker to analyze and enhance IT support performance.
• Documentation: Contribute to knowledge sharing through documentation of processes and best practices.
• On-Call Support: Participate in on-call rotations for critical IT operations.

🧠 Required Skills and Experience

• Experience: 3+ years in a global IT Service Desk environment.
• Technical Expertise: Proficiency with Jira Service Management or similar ticketing systems.
• Service Operations Knowledge: Strong understanding of Service Delivery frameworks.
• Core Systems Experience: Extensive experience with Google Admin, GSuite, Okta, Duo, Jamf, macOS, Slack, and ChromeOS.
• Problem Solving: Ability to analyze complex technical issues and provide solutions.
• Communication: Strong skills in documenting processes and collaborating with stakeholders.
• Self-Management: Ability to work independently in a fast-paced environment.

🎯 Nice to Haves

• Certifications: IT certifications related to Google Admin, Jamf, Okta, or ITIL/HDI frameworks.
• Automation Skills: Experience with scripting and tools like Moveworks or Workato to automate IT support workflows.
• Cybersecurity: Background in cybersecurity best practices for ITSM.

💰 Salary Range & Benefits

The pay range isn't specified, but the benefits package includes medical, dental, vision, and 401(k).

💡 Why Coinbase?

• Mission-Driven: Work at a company committed to increasing economic freedom globally through crypto and blockchain technology.
• Global Team: Collaborate with international teams to optimize IT support and service delivery.