Are you the calm in the storm? Do you love making end-users happy, even when the ground is shifting beneath your feet? 

We are looking for a User Support Engineer who thrives in a dynamic environment. We are currently in a unique phase: an exceptional transition period where we are merging our support processes with those of our mother company. If you view big changes as a challenge rather than a headache, and if you get satisfaction from being the steady hand that guides users through a new and old IT processes and systems, this is the role for you.

As User Support Engineer at Planon you are, together with your colleagues, the first point of contact for IT related incidents and tickets for all our employees across the globe.

In this role, you support the optimization of our IT-Tools.  

As our User Support Engineer, you are the face of IT for Planon employees worldwide. You are responsible for ensuring that every colleague can work safely and effectively from the day they join the company to the day they leave.

You provide support in person, by phone, and through digital channels. You will handle all first-line incidents, but your role goes far beyond ticket intake or front-office tasks. You will actively investigate and resolve issues, identify underlying problems, recommend solutions, and contribute to continuous improvements across our IT landscape. You will have the tools, resources, and team to succeed in this mission. 

You successfully fulfil your role by: 

Your main goal is to ensure a safe IT working environment and create awareness regarding safety risks. You will ensure all Planon employees can work effectively with the IT equipment they need.

Your daily activities will include:

• Incident Management: Manage, process, analyze, and prioritize all 1st-line incidents. You will ensure correct administrative handling and a smooth handover to the 2nd line when necessary.
• End-User Support: Manage and support internal workstations, including user software, operating systems, and network components.
• Communication: Act as the primary point of contact, keeping end-users informed about the progress of their incidents with empathy and clarity.
• On- and Offboarding: Facilitate a smooth start for new employees, ensuring they have the hardware and access they need on day one.
• Optimization: Identify recurring issues based on monitoring and collaborate with the 2nd line to automate repetitive tasks and implement permanent solutions.
• Asset Management: Monitor and manage the entire IT-related inventory and infrastructure, including the procurement and processing of IT hardware assets.

A company is nothing without its people. Our diverse group of employees is the beating heart of our business and the key to our collective success. To maintain our success we need you to be the first IT point of contact for users worldwide. You are responsible for all 1st-line incidents and optimize IT processes to prevent the recurrence of the incident.

Our ideal candidate meets the following criteria:

• You have a relevant Educational degree (It management, computer science or equivalent combined with certificates (It management, computer science or equivalent, optionally combined with Microsoft or other relevant certificates.)
• 3 - 5 years experience as a Support Engineer/ incident manager with coordinating skills.
• Good verbal and written skills in the Dutch and English language;
• Motivated to keep up with and understand the latest developments in software and IT and translate them into opportunities for Planon;
• Knowledge of ITIL, Microsoft Office 365 and Windows 11 is a big plus