Remote Support Analyst

About Planet

Planet is a forefront technology firm dedicated to revolutionizing payment systems by prioritizing customer experience. We provide comprehensive solutions such as payment processing, VAT refunds, dynamic currency conversion, and management services tailored for merchants in the Retail and Hospitality sectors worldwide. Our recent expansion has broadened our service scope and global footprint, supported by prominent private equity investors Advent International and Eurazeo, enabling us to grow through strategic acquisitions. Our vision is to foster a seamlessly connected commerce ecosystem where payments are streamlined, secure, and dependable, empowering our partners to deliver exceptional customer experiences.

Role Overview

The Remote Support Analyst role focuses on delivering second-line remote IT support to Planet’s international workforce. This involves managing escalated issues from the service desk, troubleshooting complex problems related to endpoints, applications, identity management, and connectivity, and implementing timely solutions. Additionally, the role includes enhancing first-level support capabilities through knowledge sharing and coaching.

Key Responsibilities

• Provide second-tier support by managing escalations involving complex endpoint, application, identity, and connectivity issues remotely.
• Execute technical service requests such as software deployments, device configurations, and access modifications within agreed SLAs.
• Diagnose and resolve Windows and macOS operational issues including profiles, policies, performance, and application errors.
• Administer user identities and access through Entra ID / Active Directory, managing accounts, groups, MFA, and shared mailboxes aligned with security policies.
• Utilize remote support and endpoint management tools like Intune, JAMF, and remote control utilities to troubleshoot without on-site visits.
• Escalate unresolved incidents to third-level specialists or vendors, providing comprehensive diagnostic information and ensuring resolution ownership.
• Create knowledge base articles and train first-line analysts to improve resolution rates and reduce escalations.
• Identify recurring technical problems, initiate problem records, and collaborate with L3 teams to implement long-term solutions.
• Maintain accurate records of hardware assets, configurations, and service tickets throughout the support process.

Qualifications and Skills

• Demonstrated experience in second-line or desktop support within global or regulated environments.
• Expertise in troubleshooting Windows 10/11 and Microsoft 365 environments; familiarity with macOS.
• Practical experience managing Entra ID / Active Directory including accounts, groups, MFA, and basic Conditional Access.
• Competency with endpoint management platforms such as Intune and/or JAMF for policy enforcement, application management, and remote interventions.
• Good understanding of core networking concepts like DNS, DHCP, VPN, Wi-Fi, and connectivity diagnostics.
• Proficient with IT Service Management (ITSM) tools, particularly Jira Service Management, and knowledgeable about ITIL frameworks for incident, request, and problem management.
• Excellent verbal and written communication skills combined with strong customer service orientation.
• Ability to prioritize tasks, adhere to SLAs, and maintain clear documentation.
• Certifications such as ITIL Foundation and Microsoft 365 certifications are advantageous.

Work Environment and Culture

Planet champions diversity and equal opportunity employment, hiring based on qualifications and business needs. The company operates within an exciting and rapidly evolving technology sector, providing opportunities for career advancement. The work model embraces hybrid arrangements, featuring three mandatory in-office days per week. Reasonable accommodations are available to support individuals in fulfilling role responsibilities effectively.