Senior IT Support Engineer
Senior individual-contributor IT support engineer at Pantheon's Vancouver office: provides hands-on employee support across macOS, Windows, SaaS apps, Okta identity/SSO, and MDM (Jamf/Intune), owns complex escalations, supports office A/V and events, and helps improve helpdesk automation and IT processes.
- Compensation
- Not disclosed
- Location
- Vancouver, Canada
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 5+ years
- Category
- It support
- Posted
Skills
Must have
- 5+ years of experience in IT support, systems administration, or a related technical role, preferably in a distributed SaaS or technology company
- Ability to operate as a senior individual contributor: prioritize, make sound decisions with incomplete information, and take ownership through resolution
- Strong troubleshooting skills across macOS and Windows (OS, endpoint configuration, applications, peripherals, connectivity)
- Experience managing end-user devices with MDM platforms such as Jamf or Intune (enrollment, configuration, software deployment, compliance, lifecycle)
- Strong working knowledge of identity and access concepts and experience supporting an identity provider such as Okta, OneLogin, or Microsoft Entra ID
- Ability to diagnose and resolve MFA, SSO, account-access, and provisioning issues following security and least-privilege practices
- Experience supporting SaaS productivity and collaboration tools such as Google Workspace, Slack, Zoom, and Microsoft 365
- Familiarity with endpoint-protection and security tools and judgment to handle sensitive employee and company information
- Experience supporting office networks, conference rooms, A/V equipment, and in-person technology needs
- Comfortable managing a ticket queue, balancing urgent incidents with planned work, and meeting response/resolution expectations
- Experience using or administering helpdesk/ITSM platforms, including queues, forms, routing rules, SLOs, automations, and AI-assisted support features
- Clear, friendly, and empathetic written and verbal communication across roles, locations, and technical skill levels
- Strong documentation habits; able to explain technical issues to non-technical stakeholders
- Resourceful, organized, self-motivated, detail-oriented, with a strong sense of accountability
Nice to have
- Experience with scripting or automation using Bash, Python, PowerShell, or similar
- Familiarity with Okta Workflows, Workato, Zapier, or API-based integrations
- Experience with zero-touch or automated device deployment
- Experience supporting security, audit-readiness, or compliance initiatives such as ISO 27001 or SOC 2
- Experience with network troubleshooting, Cisco Meraki, endpoint detection and response, or related security tooling
- Certifications such as Jamf, Okta, Apple Certified Support Professional, CompTIA A+, Microsoft, or Google Workspace
Full description
The Role
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.