Senior IT Support Engineer
About The Position
Altana is seeking an experienced and passionate Senior IT Support Engineer to join its growing IT department. This role is for an individual who excels at problem-solving and wishes to significantly influence the operational technology of a fast-scaling, AI-forward company. The Senior IT Support Engineer will act as the escalation point for the frontline service desk, manage complex technical issues, and contribute to key technology decisions. This position involves close collaboration with the security team on incident response, access management, and system hardening. At Altana, AI is integral to operations, and this role will involve being an early adopter and internal champion for AI-driven IT, utilizing modern tools for automation and scaling impact beyond traditional support functions. The ideal candidate is motivated by solving challenging problems, making high-impact decisions, and ensuring the protection and improvement of critical systems.
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 experience with modern IT stack components: MDM (Iru, Intune, or Jamf), identity and SSO (Okta, Entra), core networking, and macOS and Windows administration.
- A proven track record of owning and delivering projects with significant organizational impact.
- Clear, patient communication skills with both technical and non-technical individuals.
- A commitment to providing white-glove customer service.
- A high sense of ownership, ability to work independently with minimal oversight, juggle multiple projects, and prioritize effectively while aligning with team goals.
- A passion for enabling the organization through AI and modern support technology, including LLM assistants and AI-driven ITSM.
Nice To Haves
- 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.
Responsibilities
- Provide L2 IT Engineering Support and serve as the escalation point for the service desk, handling complex and high-stakes tickets with professionalism, patience, and empathy.
- Maintain and evolve the service desk and service catalog to align with the needs of a rapidly growing and changing organization.
- Resolve recurring problems at their source to prevent future tickets.
- Manage the full lifecycle of the Windows and Mac fleet using MDM platforms like Iru and Intune, including enrollment, configuration, patching, updates, and retirement.
- Monitor and troubleshoot network connectivity across offices to ensure user productivity.
- Support and maintain office A/V and collaboration technology.
- Ensure a smooth onboarding and offboarding experience for all employees, from initial provisioning to secure deprovisioning.
- Collaborate with the Security team to implement best practices, harden systems, and respond to security incidents.
- Assist in managing network security and access controls.
- Ensure compliance with data protection and privacy regulations.
- Partner with stakeholders and application owners to manage the SaaS portfolio and inform technology decisions.
- Build and maintain strong vendor relationships.
- Leverage AI and automation to eliminate routine tasks, expedite issue resolution, and enhance service quality, 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.
Benefits
- Flexible Time Off (FTO)
- Paid Parental Leave (PPL) - 14 weeks for non-birthing parents, up to 26 weeks for birthing parents, all paid at 100% of base salary.
- Medical, vision, and dental benefits with generous employer contributions.
- High deductible health plan fully employer-paid for employees, with employer contribution to Health Savings Account (HSA).
- Flexible Spending Account (FSA) option.
- Life, short-term and long-term disability, and AD&D insurance coverage at no cost.
- 401(k) Savings program.
- Commuter Benefits.
- Access to Calm app for meditation, sleep, and mindfulness.
- Pet Insurance (Wishbone insurance and/or Total Pet vet service and telehealth discount plan).
- Employee Assistance Program.
- Dependent Care FSA.
- Competitive equity grants.
- Discretionary bonus or variable compensation plan.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
