Remote Support Engineer

About the role

Planet is seeking a Remote Support Engineer to provide second‑line assistance for its global workforce. You will handle escalated incidents, resolve complex endpoint, application, identity and connectivity issues, and help improve first‑contact resolution rates.

Key responsibilities

• Own escalations from the service desk and diagnose complex incidents remotely.
• Fulfil technical service requests such as software deployment, device configuration and access changes within SLA.
• Troubleshoot Windows and macOS endpoints, profile and policy problems, performance and application faults.
• Administer Entra ID / Active Directory accounts, groups, MFA and shared mailboxes following security and JML policies.
• Use remote support and endpoint management tools (Intune, JAMF, remote control) to resolve issues without on‑site visits.
• Escalate to L3 specialists or vendors with full diagnostics and own tickets to resolution.
• Create knowledge articles and coach L1 analysts to shift resolution left.
• Identify recurring problems, raise problem records and drive permanent fixes with L3 teams.
• Maintain accurate asset, configuration and ticket records throughout the support lifecycle.

Required profile

• Proven second‑line or 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, basic Conditional Access).
• Experience with endpoint management tooling such as Intune and/or JAMF.
• Solid understanding of networking fundamentals – DNS, DHCP, VPN.

Required skills

• Windows 10/11
• Microsoft 365
• macOS
• Entra ID / Active Directory
• MFA and Conditional Access basics
• Intune
• JAMF
• Remote support tools
• DNS, DHCP, VPN