Senior Service Desk Engineer

Abra is on a mission to create a simple and honest crypto bank to enable millions of crypto holders to maximize the potential of their crypto assets. We operate an easy to use app allowing users to earn interest, buy, sell, hold, and trade in cryptocurrencies, in one single place. Our vision is an open, global financial system that is easily accessible to everyone by making cryptocurrency investing simple and accessible. Our growing crypto investing and wealth management platform is used by millions of consumers in over 150 countries and growing!  We are growing our team to match our growing user base. This is an opportunity to join a company that is part of the biggest financial revolution in modern history. Our IT/Security team is looking for a Senior Service Desk Engineer who will assist in the planning and installation of desktop computer hardware and software, mobile devices, remote support.  

What You’ll Do:

• Provide direct, remote service for end users and outside users, including end user desktop support and mobile device support
• Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications primarily using remote access technology
• First contact resolution of desktop issues or follow proper escalation procedures
• Follow best practice ticket management processes, ensuring tickets owned are handled and updated as per process and every effort is made to make service levels
• Manage escalations for technical staff allowing them to work with counterparts throughout the firm
• Deliver a client focused service experience for technology user queries received over the phone, in a professional and timely manner while demonstrating the highest standards of verbal communication

What You’ll Need:

• 5+ years’ minimum in troubleshooting PC and Mac systems
• Experience working with Microsoft 365 and Google Workspace
• Supporting various applications from desktop perspective
• Ability to work autonomously with little or no supervision
• Act as an escalation point for local service issues
• Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software
• Daily analysis of reports indicating tickets outside of SLA with local team

Benefits: 

• Globally distributed team (everyone is remote!)
• Unlimited PTO
• Medical
• Dental
• Vision
• Basic and supplemental life insurance
• Short-term and long-term disability
• 401(k)