Purpose of Position:

Be part of a global team who support our employees as well as improving internal support tools and processes. The goal here is to provide exceptional end user support and build processes and systems that we are proud of.

The ideal candidate will be passionate about delivering an exceptional support experience and generally making the experience for Pantheon employees as smooth as possible. You will form part of a team that is responsible for supporting approx. 500 employees and growing rapidly, managing over 10 global offices in a fast-paced environment.

Key Responsibilities:

• End user support for all Pantheon offices. Ensure that all tickets are logged and resolved in a timely and effective manner (according to Pantheon defined SLAs).
• Provide in person support at the New York office as required. Possibility of short-term travel to other US offices (San Francisco or Chicago) depending on the business need for support cover.
• Determining and executing the appropriate technical response to customer issues. Evaluating problems and requests and selecting the most appropriate solution within corporate guidelines.
• Ensure compliance with relevant laws, regulations and Pantheon policy (including reporting compliance risks and maintaining appropriate standards of conduct.
• Playing a part in the efficient onboarding, moving and offboarding of Pantheon staff and vendors resources.
• Supporting AV systems and Telephony in all Pantheon offices.
• Must be flexible and be able to work outside of the core working hours, where required.

Knowledge & Experience Required:

• Ability to respond timely to end users and resolve issues.
• Excellent customer service, high levels of communication and the ability to managing problems through to completion.
• Experience supporting Windows 10 Environments. Experience of Windows 11 advantageous as we look to migrate globally in 2025.
• Excellent working knowledge of core Microsoft products; Word, Excel, PowerPoint, Outlook, Edge etc
• Office 365 experience – User Account Management & Troubleshooting
• Working knowledge of Windows Server, Microsoft Active Directory and its associated tools.
• Experience supporting remote access systems including MFA and VPN connections.
• Demonstrable commitment to quality, service and problem management.ble:
• Knowledge of Microsoft Azure
• Knowledge of Sharepoint
• Knowledge of AV systems, such as Creston and Cisco
• Knowledge of Endpoint Manger (Intune), SCCM, Auto Pilot
• Knowledge of the Private Equity industry is a nice-to-have but not essential as training will be provided.
• Knowledge and experience of ITILns:
• GCSEs or equivalent
• Professional qualifications – preferably some formal IT training
• ITIL certification desirable but not essential
• Any Microsoft qualifications in Microsoft Azure, Office 365 or other

Expected base salary range:  $90,000 - $100,000

Actual base salary is determined by a range of factors including individual experience, skills and qualifications. 

In addition to the above salary, Pantheon offers a generous employee benefits package and successful candidates are eligible to receive a discretionary bonus