Senior IT Support Engineer

Altana is the world’s first Value Chain Management System, a collaborative, public-private network that enables customers to take command of their extended supplier and distribution networks from raw material origins to the sale of finished products. By applying artificial intelligence to the world’s largest body of supply chain data, Altana reveals these previously opaque global networks and powers workflows across them. Customers like Boston Scientific, L.L.Bean, Maersk, US Customs and Border Protection, and the UK Department of Business and Trade use Altana to build secure, resilient, efficient, and sustainable global value chains.

We have built a fundamental understanding of how the world’s economy works, and the implications for global resiliency, sustainability and opportunity are enormous. Backed by leading investors and used by the world’s most important organizations, Altana’s mission is to power a new era of globalization organized around trusted value chain networks.

This is a lofty mission, and our success depends on building a diverse, global team and creating an environment in which they can thrive. We operate in accordance with our values: we embrace reality as we work to change it; we focus on value creation, not capture; we foster diversity and embrace difference; and, we go on offense. When you join Altana, you’ll be joining a vibrant, collaborative team working together to solve complex problems with the potential for global societal impact.  

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. 

Why it’s great to work at Altana

• We love to collaborate, and we win as a team!
• We are committed to engineering excellence
• We value personal and professional development
• We learn from diverse backgrounds and perspectives
• We impact the world, from enabling developing countries to identifying drug traffickers

At Altana, we believe that a diverse workforce enables greater creativity, performance, and adaptability. We’re proud to be an equal opportunity employer and welcome you to join us as you are. Our employment opportunities and decisions are based on business needs and individual qualifications, without regard to race, color, religious creed, national origin, ancestry, age, physical or mental disability, medical condition, marital status, sexual orientation, gender identity or expression, genetic information, family care or medical leave status, military or veteran status, or any other characteristic protected by the laws or regulations in the areas in which we operate. We prohibit discrimination and harassment of any type, in any situation.