Lead IT Support Engineer

This position will be based in San Francisco, CA and will require you to come into the office. 

Lead IT Support Engineer (San Francisco)

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 an individual to join the company as Lead IT Support Engineer full-time at our San Francisco, CA office location.  You will report to the Senior IT Manager and will guide and mentor a team of IT Support Engineers. Partnering with your fellow IT Support Engineer Lead, you will help create lasting solutions to technical issues while driving a quality end user experience, and high customer satisfaction. You will take proactive measures to reduce support inquiries across a growing organization and face new but exciting challenges as the enterprise grows.

The primary responsibility is to work alongside our existing IT Support Engineer Lead supporting the  Pantheon IT help desk, and fellow IT Support Engineers assisting your Pantheon colleagues globally.

Cool Things You'll Do

• End User Support/Employee Experience

• Handle authentication issues (including one-time password tokens, MFA, etc)
• Upgrade systems and migrating user data as they approach their end of life
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults
• Establish a good working relationship with employees
• Take lead on ensuring a smooth onboarding process globally

• Office Support

• Primary point of contact for all office related support inquiries
• Maintain, monitoring and ensure the uptime and resiliency of the Pantheon’s corporate wired and wireless network, making recommendations for upgrades where necessary
• Setup, support, maintain and run A/V for all hands meetings, trainings, and board meetings
• Coordinate office related work and activities with IT staff stationed in our corporate offices in Manilla, Philippines, and Bangalore, India

• Team Support

• Assist in guiding and mentoring a team of IT Support Engineers and serve as an escalation point for support requests on a global scale
• Assist in defining appropriate help desk standard operating procedures and drive near 100% customer satisfaction

• Metrics

• In partnership with management, you will help define, own, and report on support metrics by analyzing data to identify opportunities for increased effectiveness and efficiency
• Make data driven suggestions and provide solutions for improving tooling, processes, and staffing where appropriate 
• Forecast software licensing and hardware inventory needs

• Projects

• Participate in and at times lead projects in IT and cross-functionally
• Maintain accountability for project tasks and deadlines where necessary

What You Bring To The Table

• 5-6 years of IT support experience

• Strong leadership/mentorship abilities preferred

• 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

• Proficiency with mobile device management platforms, SAAS email solutions, and anti-virus software (Google Workspace, Slack, Zoom, JAMF, Office365, Meraki etc)
• Intermediate 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

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
• 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 $83,691 - $120,000 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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