IT Support Engineer - Pantheon

About Pantheon

Pantheon is the WebOps platform for websites that deliver extraordinary results. We believe in putting the magic of the internet in everyone’s hands. That’s why we’re so passionate about helping developers, IT and marketing develop, test, and release website changes faster and more reliably so they can build and maintain websites that create value for their organizations. Our cloud native software makes it easy to securely manage a single website or thousands of websites across multiple teams in one platform.

Pantheon’s core values are Trust, Teamwork, Passion, and Customers First. At Pantheon, we work hard and play harder, valuing individuality, humor, and balance. We're enthusiastic participants in several open-source communities and have real relationships with many of our most active customers. If all of this sounds interesting to you, read on!

The Role

Pantheon is currently looking for a well organized professional with a curiosity about providing a world-class customer support experience. As an IT Support Engineer, you will first and foremost provide outstanding technical support to over 500 full-time and contract staff across a variety of disciplines and locations. You will also partner with your teammates in project work aimed at creating lasting solutions to technical problems. This position will work on Eastern Standard Time 8am-5pm daily.

Cool Things You’ll Do

User Support

• Providing tier 1 and tier 2 support applying helpdesk software to gather support details and assist staff globally
• Getting into the details and dealing with complex time-sensitive technical issues
• Escalating tier 3 requests within the helpdesk team
• Mentoring end-users on existing and new software/hardware as needed
• Participate in and support new employee onboarding to tools and systems
• Perform timely offboardings and retrieval of equipment

Software, Hardware, and Tools

• Installing, testing, configuring, deploying, and monitoring computer hardware operating systems, applications, and networks

System Care and Security; Troubleshooting and Maintenance

• Solving for authentication issues (including one-time password tokens, MFA, etc)
• Upgrading systems as they approach their end of life
• Troubleshooting system and network problems, diagnosing and solving hardware or software faults
• Establishing a good working relationship with employees

What You Bring To The Table

• 3-4 years of IT support experience
• Proficient use of macOS and Windows operating systems and their accompanying software
• Proficient understanding of Okta, single sign on, and provisioning
• Solid understanding of mobile device management platforms, SAAS email solutions, and anti-virus software (Google Workspace, Slack, Zoom, JAMF, Office365, Meraki etc)
• Hands-on experience of installing and maintaining IT hardware and software
• Able to think creatively when solutioning time critical and often complex technical issues
• Ability to learn and adapt quickly to changes in process, tools, and workflows
• Skilled in organizing and prioritizing contending time demands
• Excellent verbal and written communications skills
• Integrity and honesty, ability to be trusted and to work with highly sensitive and confidential information
• Resourceful, self-motivated with a solid sense of ownership in areas of responsibility
• Solid team player
• Analyzing Information, Advising Others, Problem Solving, Coordination, Strategic Planning, Quality Management

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 outstanding team.

• Industry competitive compensation and equity plan
• Flexible time off, sick days, and 13 paid holidays
• Comprehensive medical insurance including Health, Dental and Vision
• Paid parental leave (plus fertility, adoption and other family planning benefits)
• In-office workspace (San Francisco and New York)
• 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

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.

The US base salary range for this position is $57,400 - $86,726 per year. Our salary ranges are determined by role, level, and location. At Pantheon, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

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.

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Visa Sponsorship is not available at this time.

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