IT Support Engineer

Ontra; New York (NY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote-first policy

NYC office hubs

Team offsites

Paid time off

Parental leave

Retirement contributions

Phone reimbursement

Professional development

Medical insurance

Job summary

Ontra seeks an IT Office Support Engineer to be the on-the-ground presence in our New York office, ensuring smooth operation of hardware, software, and networking. You will support conference rooms, onboarding desks and accounts, and triage tickets for local and global teams.

You’ll work three days per week on-site in a hybrid setup, collaborating with a fully remote IT Operations team while delivering proactive, customer-service oriented support to keep the workplace efficient and secure.

Qualifications

• 4+ years of hands-on IT or help desk support experience, including hardware and software troubleshooting and ticketing systems.
• AV/desktop support experience with conference room tech, peripherals, and Wi-Fi.
• Ability to handle light office tasks (lifting 25–50 pounds) and stock supplies.
• Independent on-site work three days a week while coordinating with a remote ITOps team.

Responsibilities

• Own on-site IT support for the New York office, resolving hardware, software, and networking issues.
• Keep conference rooms meeting-ready with AV and room checks for timely meetings.
• Set up desks, equipment, and accounts for new hires to ensure day-one productivity.
• Triage and resolve in-office and global tickets, supporting remote operations as needed.
• Coordinate with vendors, track office inventory and supplies, and perform light facilities tasks.
• Collaborate with a remote IT Operations team via Slack and ticketing, documenting clearly.

Skills

IT support

Help desk

AV support

Networking

Customer service

Tools

Freshservice

1Password

Okta

MDM/JAMF

Google Workspace

Zoom/Neat

Job description

About Ontra

Ontra is the leader in AI-powered solutions for the private markets. Powered by industry-leading AI, data from over 2 million contracts, and a global network of legal professionals, Ontra automates critical private market workflows across the fund lifecycle. Ontra’s solutions transform unstructured data trapped in static documents into actionable intelligence, enabling firms to accelerate contracts, streamline compliance, and automate entity management. Trusted by more than 1,000 global GPs, investment banks, law firms, and advisors – including nine of the top ten PEI-ranked firms worldwide – Ontra helps firms focus on what’s important.

Our Culture

Ontra is built for people who want real ownership from day one in a remote-first environment that’s built to support it. Our customers are sophisticated, and our work reflects that. AI is engrained in how we work, and curiosity about it is part of who we are.

Ontranauts are sharp, genuinely collaborative, and invested in each other’s success. They are excellent at what they do and even better to work with. That combination is rare, and we don’t take it for granted. Learn more about our values .

About the Role

For this job, we are currently only hiring candidates based in New York City. This role requires in-office presence 3 days per week.

Ontra is seeking an IT Office Support Engineer reporting to our Director, Security & IT Operations.

We’re looking for someone excited to be the on-the-ground IT and office presence for our brand-new New York office, keep conference rooms and everyday equipment running smoothly, and free up our fully remote IT Operations team to focus on company-wide systems and strategic initiatives.

If you’re a hands‑on troubleshooter who thrives working independently on-site, communicates proactively, and brings a customer-service mindset to competing priorities, we’d love to get to know you.

What You’ll Do

• Own On-site IT Support: Serve as the go‑to, on‑the‑ground technical resource for Ontra’s New York office, resolving hardware, software, and networking issues as they come up.
• Keep Conference Rooms Meeting-Ready: Run AV and conference room checks so every meeting and event starts on time without technical hiccups.
• Set New Hires Up For Success: Prepare desks, equipment, and accounts for incoming employees so they’re ready to work from day one.
• Support Ticket Queue: Triage and resolve in-office and global tickets, supporting remote operations as needed.
• Keep the Office Running Smoothly: Coordinate with vendors and deliveries, track office inventory and supplies, and handle light facilities tasks to maintain a well‑run workspace.
• Partner Closely With a Remote Team: Collaborate via Slack and ticketing with Ontra’s fully remote IT Operations team, escalating and documenting clearly while operating independently on-site.

What You’ll Bring

• Experience: 4+ years of hands‑on IT or help desk support experience, including hardware and software troubleshooting and ticketing systems.
• AV and Desktop Support: Experience supporting conference room and AV technology alongside general desktop support, including peripherals, docking stations, and Wi‑Fi.
• Hands-On Versatility: Comfortable handling light physical office tasks, including unpacking shipments, stocking supplies, and light furniture assembly. Requires the ability to regularly lift 25 – 50 pounds.
• Independence: Able to work independently on-site three days a week while collaborating closely with a fully remote team.
• Tooling: Experience with Freshservice, 1Password, Okta, Apple device management (MDM/JAMF or similar), Google Workspace, or Zoom/Neat conference systems is a plus.
• Startup Background: Prior experience at a fast-growing startup or tech company opening or scaling a new office is a plus.

Pay Transparency

Ontra takes individual candidate location, experience, and skills into consideration when determining compensation. The base pay range is listed below. Some positions may be eligible for additional compensation, such as commission, variable compensation, profits interest units, or other equity-based compensation, which are not included in the below base pay range.

If you are selected to participate in our interview process, your Talent Acquisition Partner will share more details about the total compensation package for the role.

Compensation

Hiring Locations

United States

APAC

Hong Kong

EMEA

United Kingdom

Benefits Snapshot

• Remote-first working policy, with office hubs in NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and benefits
• Employer-supported retirement contributions, varying by country
• Monthly phone and internet reimbursement
• Company-sponsored learning and development resources, department budgets for professional development, and a robust onboarding program
• Various options for medical, dental, and vision insurance

Travel

Occasional travel is required for Ontra employees, including typically at least twice per year to attend team and larger group off‑sites for in‑person collaboration. For some roles, additional travel may be required based on the requirements of the role and business need.

Inclusivity

Ontra is committed to the full inclusion of all qualified individuals. As part of this commitment, Ontra will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail].

Note on Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.

Note to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to Ontra will NOT be accepted or considered as a submission without a signed agreement in place.