Pantheon is hiring a

Contract IT Desktop Support Specialist

Manila, Philippines

The Role

Pantheon is currently looking for an individual to join the company as a full-time contractor in Manila, Philippines.  You'll work with bright minds and report to the IT Manager.  You will partner with the Senior IT Support Specialist in creating lasting solutions to technical issues facing our staff while also determining proactive measures to reduce support inquiries across a growing organization. Pride and compassion will be the name of the game as you will deliver top-notch technical support using cutting edge technologies and resources available at your disposal.  You’ll have what it takes to manage multiple support inquiries at once while keeping your colleagues productive and satisfied with the service they receive from IT.  The primary responsibility is to work the Pantheon IT help desk answering questions and assisting your Pantheon colleagues worldwide with technical issues related to software, hardware, and peripherals.  

Cool Stuff You'll Do

User Support

  • Providing tier 1 support utilizing helpdesk software to gather support details and assist staff globally
  • Getting your hands dirty and dealing with complex time-sensitive technical issues
  • Escalating tier 2 and tier 3 requests within the helpdesk team
  • Coaching end-users on existing and new software/hardware as needed
  • Troubleshooting A/V issues in conference rooms
  • Maintaining (and sometimes running) A/V for company events and meetings

Software, Hardware, and Tools

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

System Care and Security; Troubleshooting and Maintenance

  • Dealing with authentication issues (including one-time password tokens, MFA, etc)
  • Upgrading systems and migrating user data 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

  • Proficiency in macOS and Windows operating systems and their accompanying software
  • Familiarity around mobile device management platforms, SAAS email solutions, and anti-virus software
  • Hands-on experience of installing and maintaining IT hardware and software
  • Able to diagnose and resolve challenging technical issues while demonstrating a sense of urgency
  • Ability to learn and adapt quickly to changes in process, tools, and workflows
  • Skilled in organizing and prioritizing competing 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 strong sense of ownership in areas of responsibility
  • Organized, exceptional attention-to-detail
  • Strong team player
  • Analyzing Information, Informing Others, Problem Solving, Coordination, Strategic Planning, Quality Management

Bonus Points For

  • Meraki Wi-Fi access points, pfSense, Cisco routers (IOS), and HP switches
  • API integrations or familiarity around API integrators such as Zapier or Workato
  • Scripting in bash
  • Device discovery (Bonjour, mDNS, and related specifications)



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