Senior IT Support Engineer

Pantheon Systems; Toronto; Remote; CAD 100,000 - 125,000; Full time

Job summary

A leading web management company seeks a Senior IT Support Engineer to provide technical support for its global workforce. The position involves onboarding new employees, resolving complex IT issues, and participating in projects. Ideal candidates will have 3-5 years of IT support experience and proficiency in macOS and Windows. Competitive salary and benefits offered, including wellness allowances and paid time off.

Benefits

Competitive salary and equity options

Paid Time Off

Comprehensive health coverage

Monthly wellness and learning allowances

Top-tier equipment

Qualifications

• 3-5 years of IT support experience.
• Ability to quickly learn new processes.
• High integrity in handling sensitive information.
• Self-motivated with strong ownership.

Responsibilities

• Provide technical support to a global workforce.
• Facilitate onboarding for new hires.
• Resolve technical helpdesk issues.
• Participate in IT projects and cross-functional initiatives.

Skills

Technical support

Excellent communication skills

Organizational skills

Problem-solving

OS proficiency (macOS, Windows)

Tools

Google Workspace

Slack

Zoom

JAMF

Office365

Meraki

Job description

About Pantheon

Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for clients 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 worldwide. Pantheon’s multitenant, container-based platform enables organizations to manage all their websites from a single dashboard. Clients such as Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows.

The Role

Pantheon is seeking a highly motivated Senior IT Support Engineer to join our Information Technology team. This remote position is open to candidates based in Ontario, Canada, and will work in the Eastern Time Zone. The successful candidate will provide exceptional technical support to our global, distributed workforce, addressing diverse technical requests related to systems and hardware. You will collaborate with your team on project-based work, developing sustainable solutions to complex technical challenges. Our IT team supports all Pantheon staff, contractors, and vendors.

Responsibilities include:

• Building strong relationships with employees to meet their IT needs efficiently and empathetically.
• Facilitating a seamless onboarding process for new hires, including equipment ordering, account setup, hardware configuration, and initial IT support.
• Resolving complex helpdesk issues across Windows, macOS, and various applications/hardware, including network and peripherals, and escalating unresolved issues with clear documentation.
• Assisting end-users with authentication issues, including MFA and SSO.
• Planning and executing workstation upgrades with minimal downtime, coordinating schedules, and testing hardware/software.
• Participating in IT projects, providing guidance, and supporting cross-functional initiatives.
• Managing project tasks and deadlines, communicating progress, and addressing potential setbacks.

Qualifications:

• 3-5 years of IT support experience.
• Ability to quickly learn and adapt to new processes, tools, and workflows.
• Strong organizational and prioritization skills.
• High integrity and ability to handle sensitive information.
• Self-motivated with a strong sense of ownership.
• Excellent communication skills, attention to detail.
• Proficiency in diagnosing and resolving technical issues.
• Expertise in macOS and Windows OS and software.
• Proficiency with MDM platforms, SaaS email solutions, and security software (e.g., Google Workspace, Slack, Zoom, JAMF, Office365, Meraki).
• Knowledge of identity and access management principles, with experience in Okta, OneLogin, or AzureAD.

Preferred Certifications:

• JAMF, Okta, ACSP, MSCP, Google Workspace certifications.
• Experience with APIs and middleware tools such as Workato, Zapier, Okta Workflows.

What We Offer:

We provide a dynamic work environment supported by a talented team, competitive compensation, benefits, and growth opportunities.

• Competitive salary and equity options.
• Paid Time Off, Sick Leave, and Holidays.
• Comprehensive health coverage.
• In-office workspace in Vancouver.
• Top-tier equipment.
• Monthly wellness and learning allowances, including access to LinkedIn Learning.
• Company events and activities.

The Canadian hourly rate for this role ranges from CAD 27.79 to 31.92, depending on experience and location. The role includes a performance bonus based on company performance.

Note: Visa sponsorship is not available at this time.

Pantheon is an equal opportunity employer, committed to diversity and inclusion. We welcome applicants from all backgrounds and provide reasonable accommodations for disabilities during the interview process.

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Required Experience: Senior IC

Key Skills: Engineering Support, Law Enforcement, ABB, Information Security, Adobe Dreamweaver, Data Analysis

Employment Type: Full Time

Experience: 3-5 years

Vacancy: 1