IT Senior Support Engineer

IT SENIOR SUPPORT

Plannatech is a B2B platform provider with innovative and leading-edge technology. We provide a selection of services to choose from in a simple yet effective proprietary platform that has modularized components and omnichannel capabilities in a user-friendly system. We offer a completely customizable solution ready for integration with leading providers of sports data streaming video virtual sports and 3rd party integrations.

About the job

At Plannatech we are looking for a you will be responsible for providing advanced technical support to ensure the reliable operation of end-user systems and IT services. This role acts as a technical escalation point within the IT Support team resolving complex issues maintaining service continuity and ensuring a high level of user satisfaction while adhering to organizational policies and industry best practices.

Responsibilities

• Provide Level 2 and Level 3 technical support to end users for hardware software and network-related issues.
• Serve as an escalation point for complex or unresolved IT support incidents.
• Diagnose troubleshoot and resolve advanced issues related to desktops laptops mobile devices printers and peripherals.
• Support and maintain operating systems enterprise applications and collaboration tools.
• Assist with user account management permissions and access controls (Active Directory Azure AD M365).
• Ensure compliance with IT support procedures SLAs and security policies.
• Document incidents solutions and technical procedures in the ticketing system.
• Collaborate with infrastructure security and network teams when required.
• Provide technical guidance and mentoring to junior IT Support staff.
• Participate in IT projects related to end-user computing and service improvements.
• Proactively identify recurring issues and recommend solutions to improve service quality.

Qualifications

• Bachelor’s degree in Information Technology Computer Science or a related field (or equivalent experience.

• Minimum of 4–6 years of experience in IT Support or Service Desk environments.
• Strong hands-on experience with:
• Windows and macOS operating systems.
• Microsoft 365 (Outlook Teams OneDrive SharePoint).
• Active Directory / Azure Active Directory.
• Basic networking (TCP/IP DNS DHCP VPN).
• Hardware troubleshooting and endpoint management.
• Experience with ticketing systems and ITSM tools (ServiceNow Jira Freshservice or similar).
• Understanding of ITIL-based support processes.

• Excellent problem-solving and analytical skills with a strong attention to details.

• Strong customer service orientation and communication skills.
• Ability to work under pressure and manage multiple priorities.
• Leadership mindset with the ability to guide and support team members.
• High level of organization documentation.
• Proactive responsible and service-oriented attitude.
• Assertive communication abilities and collaboration skills.

Preferred Qualifications

• IT certifications (preferred): CompTIA A Network ITIL Microsoft certifications.
• Experience supporting remote and hybrid work environments.
• Familiarity with endpoint security and device management tools (Intune antivirus encryption).

• Proficient in English with a C1 level.

What we offer

• Solidarist Association.
• Company doctor psychologist funeral plan.
• Full compliance with legal regulations.
• Remote work flexibility.
• A support and inclusive work environment.
• Opportunities for professional growth and development.

Required Skills:

Excellent problem-solving and analytical skills with a strong attention to details. Strong customer service orientation and communication skills. Ability to work under pressure and manage multiple priorities.