Remote Enterprise Infrastructure Engineer

Summary

Join our team as an Enterprise Infrastructure Engineer at Gemini and contribute to providing technical support for all end-user technologies, troubleshooting issues, and participating in service management enhancement activities.

Requirements

• 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

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

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

Benefits

• 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