IT Support Engineer

About the Role:  

As an IT Support Engineer, you will play a key role in managing and supporting the day-to-day IT needs of our employees across multiple regions. This role focuses on providing expert-level support in device lifecycle management, user support, and videoconferencing solutions. You will work closely with our Corporate Engineering team to ensure seamless operations across all office locations while ensuring a seamless digital experience for employees. 

We are a dedicated IT support team headquartered in San Francisco, with additional offices in Washington DC, Berlin,  Ljubljana and Haarlem NL, providing essential IT support for our employees globally. Our team manages several key processes: worker onboarding and offboarding, device lifecycle management, user support and maintaining the office IT infrastructure, including videoconferencing systems.

We work with a variety of tools, including Okta, Google Workspace, Slack, Zoom, Office365, Bitwarden, and Atlassian suite (Jira, Confluence), to deliver high-quality IT support across the organization. We are committed to providing an excellent digital experience for our employees and fostering a supportive, collaborative team environment.

This is a full-time, hybrid position and will require you to work in our San Francisco office 4 days a week.

Impact You’ll Own:

• Device Lifecycle Management: Manage the full lifecycle of devices, from procurement and setup to deployment, maintenance, patch management and decommissioning.
• User Support: Provide advanced support for employees using Windows and MacOS operating systems. Troubleshoot and resolve hardware and software issues. Linux experience is a plus.
• Videoconferencing Solutions: Support and maintain office videoconferencing solutions, including Polycom and Zoom Rooms, ensuring smooth and reliable operation.
• Onboarding/Offboarding: Handle onboarding and offboarding processes for employees, ensuring they have the necessary IT resources and access.
• Design, implement, and refine IT processes to enhance operational efficiency and team performance.
• Collaboration: Work closely with the rest of the IT team to provide high-quality support to all employees, fostering a collaborative and supportive team culture.

What You Bring:

• Ability to work well as part of a team with a collaborative mindset. 
• Ability to provide friendly, approachable support to users.
• 3+ years of experience in IT system support, with a focus on device lifecycle management, user support, and videoconferencing solutions.
• Proficiency in managing Windows and macOS operating systems, with Linux experience as a plus.
• Experience with Okta, Google Workspace, Slack, Zoom, Atlassian tools (Jira, Confluence), or similar systems.
• Solid knowledge of videoconferencing solutions (Polycom, Zoom).
• Excellent troubleshooting and problem-solving skills.
• Excellent communication skills.

What Makes You Stand Out:

• Experience with scripting (Python, Bash, Groovy/Jira ScriptRunner) and automation development.
• Experience in configuring role-based access management for both employees and key customers.
• Experience supporting remote or hybrid work environments.
• Knowledge of ITIL or other IT service management frameworks.
• CompTIA A+ or Network+ certification

Application Deadline:

June 25th, 2025 by 11:59pm PDT

Benefits While Working at Planet:

These offerings are dependent on employment type and geographical location, based upon applicable law or company policy.

• Comprehensive Medical, Dental, and Vision plans
• Health Savings Account (HSA) with a company contribution
• Generous Paid Time Off in addition to holidays and company-wide days off 
• 16 Weeks of Paid Parental Leave
• Remote-friendly work environment 
• Wellness Program and Employee Assistance Program (EAP)
• Home Office Reimbursement
• Monthly Phone and Internet Reimbursement
• Tuition Reimbursement and access to LinkedIn Learning
• Equity
• Commuter Benefits (if local to an office)
• Volunteering Paid Time Off

Compensation:

The US base salary range for this full-time position at the commencement of employment is listed below.  Additionally, this role might be eligible for discretionary short-term and long-term incentives (bonus and equity). The final salary range is determined by job related experience, skills and location.  The range displays our typical hiring range for new hire salaries in US locations only.  Your recruiter can share more about the specific salary range for your preferred location during the hiring process.