Remote Support Engineer

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. With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

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

• Own escalations from the service desk; diagnose and resolve complex endpoint, application, identity, and connectivity incidents remotely.
• Deliver technical service requests including software deployment, device configuration, and access changes to SLA.
• Investigate Windows and macOS issues, profile and policy problems, performance, and application faults to root cause.
• Administer Entra ID / Active Directory accounts, groups, MFA, and shared mailboxes in line with security and JML policy.
• Use remote support and endpoint management tooling (Intune, JAMF, remote control) to resolve issues without a desk visit.
• Escalate to L3 specialists and vendors with full diagnostics; own the ticket through to resolution.
• Produce knowledge articles and coach L1 analysts to shift resolution left and reduce escalations.
• Identify recurring issues and raise problem records; drive permanent fixes with L3 teams.
• 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. We also 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.

Company Background

Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners. Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first. With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.