Senior IT Support Engineer

About this role

<div class="content-intro"><p>Altana is the network for trusted trade. Our AI-powered product network empowers governments and businesses to build a more resilient and secure global economy while keeping trade flowing.</p></div><h3><strong><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">The Opportunity at Altana</span></span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335559738":240,"335559739":240,"335559740":240}"> </span></h3> <p>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. </p> <p>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.</p> <p>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.</p> <p>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.</p> <h3><strong><span data-contrast="none"><span data-ccp-parastyle="Normal (Web)">You Will</span></span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335559738":240,"335559739":240,"335559740":240}"> </span></h3> <p><strong>Own the Hardest Problems</strong></p> <ul> <li>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.</li> <li>Maintain and evolve the service desk and service catalog so our offerings keep pace with a fast-growing, fast-changing organization.</li> <li>Turn repeat tickets into permanent fixes by solving recurring problems at the source.</li> </ul> <p><strong>Deliver a Seamless Endpoint & Workplace Experience</strong></p> <ul> <li>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.</li> <li>Monitor and troubleshoot network connectivity across our offices, keeping users online and productive.</li> <li>Support and maintain the office A/V and collaboration technology that powers our meetings and conference rooms.</li> <li>Deliver a smooth onboarding and offboarding experience for every employee, from day-one provisioning to clean, secure deprovisioning.</li> </ul> <p><strong>Partner with Security to Harden the Environment</strong></p> <ul> <li>Work closely with our Security team to implement best practices, harden our systems, and respond to incidents as they arise.</li> <li>Help manage network security and access controls, ensuring the right people have the right access and nothing more.</li> <li>Keep our practices compliant with data protection and privacy regulations.</li> </ul> <p><strong>Scale IT Through AI & Automation</strong></p> <ul> <li>Partner with stakeholders and application owners to manage our SaaS portfolio and inform the technology decisions that shape how the company works.</li> <li>Build and maintain strong vendor relationships that keep our tools and support running smoothly.</li> <li>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.</li> <li>Maintain detailed records of requests, resolutions, and equipment inventory, and report on system performance and support activity.</li> </ul> <h3><strong>You Have</strong></h3> <ul> <li>Bachelor’s or Master’s in Computer Science, Data Science, or equivalent experience.</li> <li>4+ years of real-world IT support experience in a fast-paced environment, supporting 250+ end users.</li> <li>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.</li> <li>A track record of owning and delivering projects with major organizational impact.</li> <li>Clear, patient communication with both technical and non-technical people, and a commitment to white-glove customer service.</li> <li>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.</li> <li>A passion for…