Full Stack Software Engineer helping productize AI and ML capabilities into robust features at PlanHub. Building scalable systems and collaborating closely with AI and engineering teams.
About the role
- Act as incident and problem analyst, handling tickets from intake to resolution, escalating when necessary, and documenting all actions in line with service standards
- Ensure all incidents and requests meet defined SLAs and OLAs; proactively escalate potential breaches to maintain service quality
- Manage service requests for hardware and software, validating needs against policy guidelines and coordinating with procurement and asset management processes
- Install, configure, maintain, and support a wide range of workplace technologies, including laptops, desktops, mobile devices, and peripherals
- Deliver professional, discrete, and responsive technical support for VIP users on Mac, PC, smartphones, and home office systems
- Provide on-site technical support for meetings, video conferences, and related room infrastructure
- Coordinate equipment loans and support for travelling users, ensuring continuity of service regardless of location
- Participate in release testing and product updates in alignment with change management and security standards
- Maintain and contribute to the knowledge base to ensure current, accurate, and accessible documentation
- Communicate clearly and effectively with both IT teams and business users, ensuring expectations are managed and priorities balanced
- Work closely with IT Service Desk, Incident, Request, and Problem Managers, and third-line teams to deliver consistent end-to-end service.
Requirements
- Solid knowledge of networking, Windows and Office environments, end-user devices, and mobile technologies
- Several years of experience in a technical IT support environment, ideally with exposure to global or multicultural teams
- Technical background with a degree or equivalent qualification in IT or related field
- Strong command of English; additional languages are an advantage
- Proven ability to analyze complex issues, identify solutions, and make informed decisions under time constraints
- Familiarity with ordering, asset management, and incident/problem management tools
- Knowledge of audio-visual equipment and meeting room technologies
- ITIL certification or knowledge of ITIL frameworks
- Experience with both Windows and Mac operating systems
- Strong collaboration and interpersonal skills, with the ability to build trust across diverse teams
- Customer-focused mindset with a commitment to delivering exceptional service.
Benefits
- Attractive performance-based annual bonus
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