Senior IT Support Engineer

WebHosting; Vancouver; Hybride; CAD 90 000 - 130 000; Plein temps

Résumé du poste

Pantheon is seeking a Senior IT Support Engineer to join our Information Technology team in Vancouver. You will provide hands-on, thoughtful support to Pantheon’s distributed workforce while contributing to systems, processes, and projects that keep our people productive and secure.

You will troubleshoot complex issues, own problems end-to-end, and partner across IT, Security, People, and business teams. This role is hybrid and based in Vancouver, with in-person support for local employees and

Responsabilités

• Provide responsive, empathetic technical support for macOS, Windows, SaaS applications, hardware, peripherals, network connectivity, and conference-room tech.
• Own complex support issues from initial diagnosis through resolution with clear stakeholder communication and thorough documentation.
• Serve as a trusted senior point of contact for difficult or high-impact end-user issues without day-to-day supervision.
• Support onboarding/offboarding by coordinating equipment, configuring devices, provisioning or removing access, and enabling productive workflows.
• Troubleshoot authentication and access issues involving Okta, MFA, SSO, password recovery, and account lifecycle changes.
• Administer and maintain end-user devices via MDM and endpoint-security tools (Jamf, Intune) following security baselines.
• Support Vancouver office tech, including connectivity, conference rooms, A/V, and events; coordinate with IT for cross-office issues.
• Participate in IT and cross-functional projects from planning to post-launch review, focusing on user impact and readiness.
• Identify recurring issues, improve knowledge bases and procedures to reduce friction and tickets.
• Maintain accurate records for tickets, assets, and access changes for auditable handoffs.
• Utilize Serval for AI-assisted ticket triage, categorization, routing, and workflow automation; review sensitive issues.
• Contribute to reporting by analyzing ticket and asset data to identify trends and tooling improvements.
• Use scripting/automation to reduce repetitive work and enable bulk device/account operations.

Description du poste

Pantheon is looking for a highly capable Senior IT Support Engineer to join our Information Technology team in Vancouver. You will provide thoughtful, hands‑on support to Pantheon’s distributed workforce while contributing to the systems, processes, and projects that keep our people productive and secure.

This is a senior individual‑contributor role for someone who can independently troubleshoot complex technical issues, take ownership of ambiguous problems, and partner effectively across IT, Security, People, and business teams. You will work across end‑user support, identity and access, endpoint management, office technology, and IT projects, bringing a practical, service‑oriented mindset to each area.

You will report to the Director of IT and collaborate with support and systems engineering teammates across time zones. The role is hybrid and based in the Vancouver, BC area, with regular in‑person support for Vancouver employees and occasional support for office events and technology rollouts.

What You’ll Do

• Provide responsive, empathetic technical support for employees across macOS, Windows, SaaS applications, hardware, peripherals, network connectivity, and conference‑room technology.
• Own complex support issues from initial diagnosis through resolution, communicating clearly with stakeholders and escalating with thorough documentation when a problem requires broader engineering support.
• Serve as a trusted senior point of contact for difficult or high‑impact end‑user issues without requiring day‑to‑day supervision.
• Support onboarding and offboarding by coordinating equipment, configuring devices, provisioning or removing access, and helping employees get productive quickly and securely.
• Troubleshoot authentication and access issues involving Okta, MFA, SSO applications, password recovery, and account lifecycle changes.
• Administer and maintain end‑user devices through MDM and endpoint‑security tooling such as Jamf and Intune, following established security baselines and deployment practices.
• Support Vancouver office technology, including wired and wireless connectivity, conference rooms, A/V, meeting spaces, and all‑hands or executive events; coordinate with the broader IT team when issues extend beyond the local office.
• Participate in IT and cross‑functional projects from planning through implementation and post‑launch review, providing practical input on user impact, supportability, and operational readiness.
• Help improve IT operations by identifying recurring issues, strengthening knowledge articles and procedures, and recommending changes that reduce friction and repeat tickets.
• Maintain accurate records for tickets, assets, devices, access changes, and support procedures so work is auditable and easy to hand off.
• Use and continuously improve Serval over time, refining AI‑assisted ticket triage, categorization, routing, knowledge suggestions, workflow automations, and routine‑ticket resolution; monitor outcomes, improve workflows, and apply human judgment and review for sensitive or high‑impact issues.
• Contribute to support reporting and service improvements by using ticket and asset data to identify trends, gaps, and opportunities for better tooling or process.
• Use scripting or automation where appropriate to reduce repetitive work, improve consistency, and support bulk device or account operations.

Why This Role Matters

The IT team helps make work secure, reliable, and frictionless for Pantheors around the world. In this role, you will combine excellent employee support with strong technical judgment, helping the team solve today’s problems while improving the systems and processes that prevent tomorrow’s.

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.

Pantheon is an equal opportunity 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 [e-mail]. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.

After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security.

Visa Sponsorship is not available at this time.