Remote Support Analyst

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.