Senior IT Support Engineer

The Opportunity at Altana

Altana is looking for an experienced and passionate Senior IT Support Engineer to join our growing department and help scale our business. This full-time, onsite role at our Brooklyn, NY headquarters involves working with internal users and department heads to streamline our service catalog.

You Will

• Provide customer service with a high level of professionalism, patience and empathy.

• Maintain and develop our internal service desk and catalog offerings.

• Manage the lifecycle of end user computers including Windows and Mac via MDM solutions like JAMF and Intune.

• Monitor and troubleshoot network connectivity issues.

• Work with our Security team to implement best practices and harden the environment.

• Ensure compliance with data protection and privacy regulations.

• Work with stakeholders and owners to manage SaaS applications.

• Assist in managing network security and access controls.

• Build or maintain relationships with vendors

• Provide a seamless user onboarding and offboarding experience

• Maintain detailed records of IT support requests, resolutions, and equipment inventory.

• Generate reports on system performance and IT support activities.

• Automate tasks and processes to increase efficiency and quality of service.

You Have

• BS or MS degree in Computer Science, Data Science, or equivalent experience.

• 4+ years of real-world experience supporting at least 200-300 end users in a fast paced environment.

• Track record of ownership and delivery of projects with major organizational impact.

• Passion for good white-glove customer service and a high sense of ownership.

• Able to work independently with minor oversight while remaining aligned with the teams’ goals and objectives

• Passion for enabling the organization to accomplish its mission via technology.

• Able to juggle multiple tasks/projects and prioritize effectively.

• Experience supporting & maintaining office A/V Equipment and collaboration tools

Nice to have, but not required

• Experience at a startup

• Experience working with a globally distributed team.

• Experience automating tasks using Python, Powershell, or Bash

• Experience executing productivity suite migrations (Office 365, Gmail, etc.)

• Certifications from major cloud vendors (AWS, Azure, etc.)

• Comptia A+, Net+, Security+, JAMF or ITIL certifications.