Senior IT Support Engineer, Altana

• 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

Desirable

• 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
• 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