Enterprise Infrastructure Engineer, Gemini

• 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

Desirable

• 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 Infrastructure team oversees the internal corporate technology that supports Gemini’s offices and employees, including hardware and software management, cloud resources, developer tools, service and user account lifecycles, and operations of our global physical locations
• Our enterprise technology strategy fuels business growth through an engineering-first approach by delivering a modern, secure, and scalable foundation for seamless collaboration, efficient operations, and future-ready innovation. This vision redefines IT as a strategic driver of innovation and acceleration, rather than a support function. By emphasizing operational excellence, continuous improvement, user enablement, and strategic automation, we transform IT into a catalyst for growth and innovation
• As an Enterprise Infrastructure Engineer focused on end users, you will be part of a global support organization dedicated to delivering exceptional technical support and driving IT process improvements. In this role, you’ll bridge key areas by providing front-line support to resolve user issues while leveraging your technical expertise to automate recurring tasks
• This focus on automation will free you to contribute to exciting projects that enhance and scale our technology services across hardware, cloud, and software systems – all of which will keep you on a constant learning loop and ultimately improve efficiency and user satisfaction
• The ideal candidate will thrive in the fast-paced setting of a growing organization and enjoy the variety of work that this position offers. You’ll troubleshoot, configure, and deploy devices (e.g., MacBooks, Chromebooks), handle technical queries, write documentation, resolve issues with efficiency and quality, and conduct other daily support activities aimed to help and enhance our user community’s productivity
• Every interaction will contribute to enhancing the user experience and driving productivity improvements, with key insights captured in our ticketing and documentation systems to support ongoing optimization efforts
• This role offers a clear growth path: by automating common support tasks, you’ll open opportunities to take on impactful initiatives that shape the future of our IT infrastructure. Additionally, you’ll collaborate on implementing policies and procedures that strengthen our Global End User Services
• 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 Workspace, 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