Senior IT Support Engineer

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.

You will be the escalation point for our frontline service desk, the engineer who owns the hardest problems, and a key voice in the technology decisions that shape how the entire company works. You'll partner closely with our security team on incidents, access, and hardening our environment against real threats.

At Altana, AI isn't a side project, it's how we work. We are a fast-scaling, AI-forward company where you will be an early adopter and internal champion for AI-driven IT, using modern tooling to automate the routine and scale your impact well beyond a traditional support role. We expect our engineers to embrace these tools eagerly, experiment with new technologies, and help the rest of the company do the same.

If you're energized by solving hard problems, making high-impact decisions, and being trusted to protect and improve the systems everyone depends on, we'd love to talk.

- 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.

- 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.

- 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.

- 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.

- 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.

- Experience automating tasks with Python, PowerShell, or Bash.

This role is based in Brooklyn, NY, USA with hybrid work flexibility and candidates must be within commuting distance from our Williamsburg office.