Senior IT Support Engineer

About the role

The Opportunity at Altana Altana is looking for an experienced and passionate Senior IT Support Engineer to join our rapidly growing IT department. This is a role for someone who loves being the person others turn to when things break, and who wants a real hand in shaping how a fast-scaling, AI-forward company runs.

Responsibilities

• Provide L2 IT Engineering Support and serve as the escalation point for the service desk, taking on complex, high-stakes tickets that need deeper expertise, always with professionalism, patience, and empathy.
• Maintain and evolve the service desk and service catalog so our offerings keep pace with a fast-growing, fast-changing organization.
• Turn repeat tickets into permanent fixes by solving recurring problems at the source.
• Deliver a Seamless Endpoint & Workplace Experience Own the full lifecycle of our Windows and Mac fleet through MDM platforms like Iru and Intune, from zero-touch enrollment and configuration through patching, updates, and retirement.
• Monitor and troubleshoot network connectivity across our offices, keeping users online and productive.
• Support and maintain the office A/V and collaboration technology that powers our meetings and conference rooms.
• Deliver a smooth onboarding and offboarding experience for every employee, from day-one provisioning to clean, secure deprovisioning.
• Partner with Security to Harden the Environment Work closely with our Security team to implement best practices, harden our systems, and respond to incidents as they arise.
• Help manage network security and access controls, ensuring the right people have the right access and nothing more.
• Keep our practices compliant with data protection and privacy regulations.
• Scale IT Through AI & Automation Partner with stakeholders and application owners to manage our SaaS portfolio and inform the technology decisions that shape how the company works.
• Build and maintain strong vendor relationships that keep our tools and support running smoothly.
• Leverage AI and automation to eliminate routine work, resolve issues faster, and raise the quality of service across the org, acting as an internal champion for AI-first IT.
• Maintain detailed records of requests, resolutions, and equipment inventory, and report on system performance and support activity.

Requirements

• Bachelor’s or Master’s in Computer Science, Data Science, or equivalent experience.
• 4+ years of real-world IT support experience in a fast-paced environment, supporting 250+ end users.
• Hands-on depth across the modern IT stack: MDM (Iru, Intune, or Jamf), identity and SSO (Okta, Entra), core networking, and day-to-day macOS and Windows administration.
• A track record of owning and delivering projects with major organizational impact.
• Clear, patient communication with both technical and non-technical people, and a commitment to white-glove customer service.
• A high sense of ownership: you work independently with minimal oversight, juggle multiple projects, and prioritize effectively while staying aligned with the team's goals.
• A passion for enabling the organization to accomplish its mission through AI and modern support technology, from LLM assistants to AI-driven ITSM.

Qualifications

• Nice To Have (but Not Required)
• Experience at a startup or in a high-growth environment.
• Experience supporting a globally distributed team.
• Experience automating tasks with Python, PowerShell, or Bash.
• CompTIA A+, Network+, Security+, or ITIL certifications.

Skills

• Energetic problem solver.
• Strong communicator with both technical and non-technical audiences.
• Highly organized and detail-oriented.
• Ability to handle multiple priorities simultaneously.
• Passionate about using AI and automation to improve IT operations.

Benefits

• US Salary Range And Benefits $125,000 - $145,000 USD
• Competitive equity grants
• Flexible Time Off
• Paid Parental Leave
• Health Benefits
• Supplemental Benefits
• 401(k) Savings
• Commuter Benefits
• Wellness
• Pet Insurance
• Employee Assistance Program
• Dependent Care FSA

Pay

$125,000 - $145,000 USD

Schedule

Hybrid work flexibility with a base location in Brooklyn, NY, USA.