# Senior IT Support Engineer

**Company:** [Altana](https://hotfix.jobs/companies/altana)
**Location:** New York, NY
**Role:** IT Support
**Salary:** $125k – $145k/yr
**Experience:** 4+ years
**Skills:** MDM, intune, Jamf, Okta, entra, macOS, Windows, Networking, PowerShell, Python, Bash, saas management, itsm, AI Tools
**Posted:** 2026-07-27

> Senior IT Support Engineer serving as escalation point for complex L2 tickets, owning endpoint lifecycle (Mac/Windows via MDM), network/AV support, security collaboration, and driving AI/automation to scale IT operations for 250+ users in a fast-growing AI company. Requires 4+ years IT support experience and hands-on modern IT stack expertise.

## Job Description

## You Will

**Own the Hardest Problems**
- 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 Intune or Jamf, 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.

## You Have
- 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 (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.

## Nice to Have
- 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.

**US Salary Range and Benefits**
$125,000 - $145,000 USD base salary. Competitive equity grants are included in the majority of full time offers. Altana also offers either a discretionary bonus or a variable compensation plan depending on the role. Top-tier benefits include Flexible Time Off, industry-leading Parental Leave, full medical/vision/dental with HSA/FSA, life/disability/AD&D insurance, 401(k), commuter benefits, wellness (Calm), pet insurance, EAP, and Dependent Care FSA.

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