About Pantheon

Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows.

The Role

Pantheon is looking for a highly motivated Senior IT Support Engineer to join our Information Technology team. This role will work in the Eastern Time Zone. In this role, you will be responsible for providing exceptional technical support to our distributed global workforce, addressing diverse technical requests related to both systems and hardware. You will also collaborate with your team on project-based work, developing sustainable solutions to complex technical challenges. Our IT team directly supports all Pantheon staff members, contract staff, and vendors.

📍 This is a remote position open to candidates based in Ontario, Canada.

What You Need to Succeed:

• 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.

What You Bring To The Table

• 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

Bonus Points For

• 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

What We Offer: 

We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team.

• 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. 

Visa sponsorship is not available at this time. 

Pantheon is an equal opportunity/affirmative action employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law.  Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities.  If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io.  Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.

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