Pantheon is a leading global private markets specialist currently investing on behalf of more than 1,000 investors, including public and private pension plans, insurance companies, endowments, foundations and private wealth clients. Founded in 1982, Pantheon has an established reputation across private market asset classes, covering all stages and geographies, and provides investment solutions that include flagship fund offerings, as well as integrated programs and customized solutions. Pantheon also manages and advises Pantheon International Plc (“PIP”) and Pantheon Infrastructure Plc (“PINT”), both investment companies listed on the London Stock Exchange. As of December 31, 2022, Pantheon had $92.8 billion in assets under management and advice and the firm currently has more than 460 employees located across its offices in London, San Francisco, New York, Chicago, Hong Kong, Seoul, Bogotá, Tokyo, Dublin and Berlin. Its global workforce includes more than 140 investment professionals. Pantheon is majority-owned by Affiliated Managers Group Inc. (NYSE: AMG), a leading partner to independent active investment management firms globally, alongside senior members of the Pantheon team. For further details, please visit our website: www.pantheon.com 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 470 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 Singapore office and internationally where required. 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. What we have to offer To be a part of an ambitious high achieving team which has gained many plaudits across the business. Exposure to a wide variety of systems and potential avenues for growth with them. To be part of Pantheon at a transformational time for IT, with the foundations for Pantheon’s long-term future being laid down, with lots of project and initiatives going on. The opportunity to run your own mini projects and take ownership of key parts of our service. Access to our online training platform and time set aside per week for you too upskill. Knowledge and 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 Excellent working knowledge of core Microsoft products; Word, Excel, PowerPoint, Outlook, Internet Explorer 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, Citrix and VPN connections. Demonstrable commitment to quality, service and problem management. Desirable: Knowledge of Microsoft Azure 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 ITIL Qualifications: 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 This job description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. You may be required to perform other job-related duties as reasonably requested by your manager. Pantheon is an Equal Opportunities employer, we are committed to building a diverse and inclusive workforce so if you're excited about this role but your past experience doesn't perfectly align we'd still encourage you to apply.
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