Senior IT Support Engineer

Summary

Join Pantheon's IT team as a Senior IT Support Engineer and provide exceptional technical support to our global workforce. This remote position, based in Ontario, Canada, requires 3-5 years of IT support experience and expertise in macOS and Windows operating systems. You will play a key role in onboarding new hires, resolving complex helpdesk issues, and managing workstation upgrades. Collaboration on IT projects and maintaining strong relationships with employees are crucial. The role demands strong problem-solving, communication, and organizational skills. Pantheon offers competitive compensation, benefits, and a fantastic work environment.

Requirements

• 3-5 years of IT support experience
• Able to learn and adapt quickly to changes in process, tools, and workflows
• Skilled in organizing and prioritizing competing time demands
• Integrity and honesty, ability to be trusted and to work with highly sensitive and confidential information
• Resourceful, self-motivated with a strong sense of ownership in areas of responsibility
• Organized, exceptional attention-to-detail Excellent verbal and written communications skills
• Analyzing Information, Informing Others, Problem Solving, Coordination, Strategic Planning, Quality Management
• Able to diagnose and resolve challenging technical issues while demonstrating a sense of urgency
• Expert in macOS and Windows operating systems and their accompanying software
• Advanced proficiency with mobile device management platforms, SAAS email solutions, and anti-virus software (Google Workspace, Slack, Zoom, JAMF, Office365, Meraki etc)
• Advanced knowledge and understanding of Okta, OneLogin, or AzureAD or have experience with identity and access management principles

Responsibilities

• Cultivate strong relationships with all employees, fostering an environment of trust and open communication to ensure their IT needs are met efficiently and empathetically
• Play a key role in the global onboarding process, ensuring new hires experience a seamless and positive integration into the company’s IT infrastructure from day one. This includes ordering equipment, setting up new user accounts, configuring hardware, and providing initial IT support and guidance
• Independently resolve complex helpdesk issues across Windows, macOS, and various applications/hardware, including network and peripheral problems. Document and escalate unresolved issues to senior staff with clear, concise details of the problem, steps taken, and symptoms
• Help end-users troubleshoot and resolve all authentication concerns, including one-time password tokens, multi-factor authentication (MFA), and single sign-on (SSO) apps
• Strategically plan and execute workstation upgrades for employees, meticulously minimizing downtime and disruption to their productivity. This involves coordinating schedules and thoroughly testing new hardware and software to ensure optimal performance
• Participate actively in various IT projects, and provide expert guidance and advice as needed. This also includes cross-functional initiatives requiring IT support or expertise. Contribute to all project phases—planning, execution, and post-implementation review—to ensure effective integration
• Maintain a high level of accountability for assigned project tasks and deadlines, consistently delivering on commitments and communicating progress and potential roadblocks effectively to relevant stakeholders. This demonstrates a strong commitment to project success and organizational goals

Preferred Qualifications

• One or multiple of the following certifications: JAMF, Okta, ACSP, MSCP, A+, Google Workspace
• Familiarity with integrating APIs and/or middleware tools, Workato, Zapier, Okta Workflows, etc

Benefits

• Industry competitive compensation and equity plan
• Paid Time Off (PTO), Paid Sick Leave (PSL) and 11 Paid Company Holidays
• Full medical coverage (Extended health care, dental, vision)
• In-office workspace (Vancouver)
• Top-of-line equipment
• Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development
• Events and activities both team-based and company wide that inspire, educate and cultivate
• The Canadian hourly range for this position is CAD 27.79–31.92. Our compensation ranges are determined based on the role, level, and location. This position also offers a performance bonus dependent on company performance