Enterprise Infrastructure Engineer

About the Company

Gemini 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: 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:

• 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 e