About Us
Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.
In recent years, we have experienced significant growth, expanding our services and global presence.
With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.
Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.
Role Overview:
This role provides second-line remote support for Planet’s global workforce, taking escalations from the service desk and resolving more complex endpoint, application, identity, and connectivity issues. Day to day, you will troubleshoot to root cause, fulfil technical service requests, and feed fixes and knowledge back into the L1 team to lift first-contact resolution.
What you will do:
Second-line support — Own escalations from the service desk; diagnose and resolve complex endpoint, application, identity, and connectivity incidents remotely.
Request fulfilment — Deliver technical service requests including software deployment, device configuration, and access changes to SLA.
Endpoint troubleshooting — Investigate Windows and macOS issues, profile and policy problems, performance, and application faults to root cause.
Identity & access — Administer Entra ID / Active Directory accounts, groups, MFA, and shared mailboxes in line with security and JML policy.
Remote tooling — Use remote support and endpoint management tooling (Intune, JAMF, remote control) to resolve issues without a desk visit.
Escalation & collaboration — Escalate to L3 specialists and vendors with full diagnostics; own the ticket through to resolution.
Knowledge & enablement — Produce knowledge articles and coach L1 analysts to shift resolution left and reduce escalations.
Problem management — Identify recurring issues and raise problem records; drive permanent fixes with L3 teams.
Asset & documentation — Maintain accurate asset, configuration, and ticket records throughout the support lifecycle.
Success Measures
Escalations resolved remotely and to SLA with minimal desk-side handoff; a measurable uplift in first-contact resolution through knowledge and coaching back to L1.
Who you are:
Proven second-line / desktop support experience in a global or regulated environment.
Strong hands-on troubleshooting of Windows 10/11 and Microsoft 365; working knowledge of macOS.
Hands-on Entra ID / Active Directory administration (accounts, groups, MFA, Conditional Access basics).
Experience with endpoint management tooling - Intune and/or JAMF - for policy, apps, and remote actions.
Solid understanding of networking fundamentals - DNS, DHCP, VPN, Wi-Fi, and connectivity troubleshooting.
Confident with ITSM tooling (Jira Service Management) and ITIL incident, request, and problem management.
Clear written and verbal communication, with strong customer service skills.
Able to work to SLAs, prioritise competing incidents, and document clearly.
ITIL Foundation and/or Microsoft 365 certification desirable.
Why Planet
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.
At Planet, we embrace a hybrid work model, with three days a week in the office.
Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.
Skills Required
- Proven second-line / desktop support experience in a global or regulated environment.
- Hands-on troubleshooting of Windows 10/11 and Microsoft 365; working knowledge of macOS.
- Entra ID / Active Directory administration (accounts, groups, MFA, Conditional Access basics).
- Experience with endpoint management tooling (Intune and/or JAMF) for policy, apps, and remote actions.
- Experience using remote support and remote control tools to resolve issues remotely.
- Solid understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi) and connectivity troubleshooting.
- Familiarity with ITSM tooling (Jira Service Management) and ITIL incident, request, and problem management.
- Clear written and verbal communication and strong customer service skills.
- Ability to work to SLAs, prioritise incidents, and document clearly.
- ITIL Foundation and/or Microsoft 365 certification.
Planet (weareplanet.com) Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Planet (weareplanet.com) and has not been reviewed or approved by Planet (weareplanet.com).
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Fair & Transparent Compensation — Company materials indicate salaries are benchmarked to market throughout the year, suggesting a structured approach to aligning pay with role value. Feedback suggests some roles can negotiate competitive offers at hire.
Planet (weareplanet.com) Insights
What We Do
Planet is a leading global provider of integrated technology and payments solutions for retail and hospitality customers. We create great experiences for the millions of people who use our Payments, Software, and Tax Free solutions every minute of every day. Planet empowers its customers to deliver amazing customer experiences by combining payments and technology in ways that drive greater loyalty, increase revenue and save time. Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in over 120 markets
