Overview:
Planview has one mission: to build the future of connected work, from ideas to impact.
As the global leader in work and resource management, Planview helps organizations accelerate the achievement of what matters most, supporting our customers from need to speed, from passion to progress, and from overhead to optimization. We provide the industry’s most comprehensive solutions designed for strategic planning, portfolio and resource management, Lean and Agile delivery, product portfolio management, capability, and technology management (enterprise architecture), innovation management, and collaborative work and project management. Our connected platform of solutions underpins the business and digital transformations of more than 4,500 customers globally, including 59 of the Fortune 100.
At Planview, our people connections drive our innovation and success. Our global team of 1400+ work remotely and across our offices including Austin, Vancouver, Hod Hasharon, Bangalore, Sydney, and Stockholm. We’re proud of our world-class, connected culture built on our shared values, that supports our teams to be successful from anywhere.
Learn more about our portfolio at planview.com, and connect with us on LinkedIn, Instagram, and X.
Responsibilities:
Service Desk & Device Support
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L1/L2 first point of contact for IT requests via tickets, chat, email, and walk-ins — resolving within SLA or escalating with clear documentation.
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Troubleshoot Windows 11 and macOS hardware, OS, software, peripherals, and applications in a managed enterprise environment.
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Laptop imaging, asset management, peripheral setup, and hardware replacement coordination.
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Support AV/VC conference room equipment and in-office IT events.
Identity, Cloud & Device Management
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User lifecycle management in Entra ID / Azure AD: provisioning, MFA, RBAC, Conditional Access troubleshooting, and deprovisioning.
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Exchange Online: mailboxes, shared mailboxes, distribution lists, mail flow rules, and Outlook troubleshooting.
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Device management via Microsoft Intune (Windows) and Kandji (macOS): enrollment, compliance policies, and remote remediation.
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SaaS app access and SSO troubleshooting across M365, Teams, SharePoint, OneDrive, Slack, and business-critical tools.
Onboarding, Shifts & Documentation
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End-to-end IT onboarding and offboarding: device setup, account provisioning, application access, and orientation.
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Rotational shift coverage including US shifts for 24×5 global support; manage escalations independently during off-hours.
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Maintain accurate ITSM ticket records, knowledge base articles, and standard operating procedures.
SECURITY OPERATIONS SUPPORT
PREFERRED — Candidates with security tool experience will be weighted favorably during shortlisting
- Monitor and triage alerts from Rapid7 InsightIDR (SIEM/XDR) and Microsoft Defender for Endpoint using established runbooks.
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Respond to endpoint alerts, phishing reports, and access anomalies; escalate to the Security team with full documentation.
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Review and remediate device compliance via Intune, Defender, and Netskope DLP dashboards.
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Support vulnerability awareness activities — reviewing Rapid7 InsightVM findings and coordinating patch follow-through.
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Stay current on emerging threats, CVEs, and endpoint/identity security best practices
Qualifications:
Required
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Experience: 3–5 years L1/L2 IT support in a corporate environment; global or distributed team experience preferred.
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OS: Hands-on Windows 10/11 and macOS troubleshooting (hardware, OS, apps, and networking).
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Cloud & Identity: Microsoft Entra ID / Azure AD — user management, MFA, Conditional Access, group policies.
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Email: Exchange Online — mailboxes, distribution lists, shared mailboxes, mail flow troubleshooting.
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MDM: Microsoft Intune (required); Kandji or equivalent macOS MDM is a strong plus.
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ITSM: Atomicwork, ServiceNow, Jira SM, or equivalent ticketing platform.
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Shifts: Available for rotational shifts including US shifts (approx. 9:00 PM – 6:00 AM IST).
Preferred — Security-Aware Profile (Weighted Favorably)
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Rapid7: InsightIDR alert monitoring and/or InsightVM vulnerability triage experience.
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Defender: Microsoft Defender for Endpoint — alert investigation, device isolation, compliance policies.
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Security Tools: Conditional Access, Zero Trust concepts, Netskope DLP, Defender for Office 365, or SIEM log analysis.
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Scripting: Basic PowerShell or Bash for IT automation (user management, reporting, remediation).
EDUCATION & CERTIFICATIONS
Bachelor’s degree in computer science, IT, Electronics, or equivalent hands-on experience.
