User Support Engineer

User Support Engineer

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.

Profile

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

We offer

A healthy work-life balance and the possibility of working hybrid. We encourage a collaborative and learning work environment, which is why we offer constant learning and meaningful training opportunities. In addition, we offer challenging projects with world-leading clients and extraordinary experiences. For this role we offer the following competitivebenefits package.

Join us on our journey to become the recognised world leader in Smart Sustainable Building Management software solutions. How we do this? By putting our people at the heart of our company and creating an inspiring and safe environment that allows all of us to work, learn, live, and play.

Planon is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable law.

Do you love building connections? So do we! Apply now.



Frequently Asked Questions (FAQ)

We know that a company is nothing without its people. Our diverse group of employees is the beating heart of Planon, and the key to our collective success. From celebrating both the big and small wins, to home working, we understand that company culture is a number one priority. Excitement, enjoyment and fun are integral to who we are and help to create a shared sense of belonging. Not only do they power our success, but they also encourage our drive and resilience.

Crucial to the personal and professional development of our people is maintaining a continuous learning culture. The Planon Academy has been set up for this reason. We encourage our people to show self-leadership, impact their personal growth and fulfil their career potential by using the range of support and tools. At the end of the day, it’s your career - we want you in the driving seat.

Our managers play a very important role in driving the talent and career development of our people. To support them in their role, we offer a specific management learning programme.

With our Healthy Hybrid Workplace framework, you have the freedom to work in a way that suits you, whether that’s from the office or home. You have the flexibility and autonomy to make sustainable choices that work for you. We believe in the benefits of coming together at the office, but we also embrace the many possibilities that working from home offers. Your wellbeing comes first.

Our application process consists of five steps:

  1. Introduction call with a recruiter
  2. First interview
  3. Assessment
  4. Second interview
  5. Offer

Learn more about our application process.

First of all, you will receive an attractive salary and benefits package. Secondly, our employees enjoy a healthy work-life balance and have multiple opportunities to grow.

Learn more about the benefits specific to your country.

Alongside developing smart sustainable building management software to support our clients on their journey to net-zero buildings, we are investing in improving the sustainability of our own operations.

In our daily activities, we adhere to sustainable business practices. We include these practices in our company values and standards, which are implemented in several ways. The UN Sustainable Development Goals play a leading role in our decision-making, and we aim to report under the CSRD and the GHG Protocol.

Learn more about Planon’s impact

We value a working culture that excludes nobody. DEIB (diversity, equity, inclusion & belonging) is essential to our company and the key to unlocking the maximum potential of our individuals and teams. In everything we do, we try to break down barriers and build connections. We focus on diversity when it comes to our people, new hires, management, and leadership. We recruit, employ, and promote our colleagues based on their qualities and abilities, and do not discriminate in any manner.

Internal education also plays a big role in our DEIB programme. The programme includes internal courses and regular workshops on topics such as how to be a hiring manager, overcoming bias and intercultural competence. The global nature of our organisation and colleagues means we especially value these competences.

Planon has offices in 16 countries. The headquarters are in Nijmegen, the Netherlands.

You are more than welcome to submit an open application here. We will contact you as soon as possible.

Schneider Electric is a global industrial technology leader bringing world-leading expertise in electrification, automation and digitisation to smart industries, resilient infrastructure, future-proof data centres, intelligent buildings, and intuitive homes.

At Schneider Electric and Planon, we're building the future together. As a new colleague, you will be joining a partnership that's redefining what smart buildings can do. Our solutions bridge the gap between building systems (OT) and business processes (IT), transforming data into clear, actionable insights. This is where you come in: helping our customers to create buildings that drive innovation, operational efficiency and sustainability.

Together, we empower our customers to lead and inspire, crafting spaces that are efficient, optimised and have a positive impact on both our users’ lives and our planet.

These are the steps of our onboarding process:

  1. You will receive a welcome letter with information about your first working day.
  2. Your manager will welcome you on your first day and give you a tour of the office.
  3. You will collect your laptop and other assets from IT and visit HR to finalise the administrative onboarding.
  4. You follow the three-day online induction course by the Planon Academy.
  5. After your probation period, your manager discusses the continuation of the employment contract with you.

Apply now

Error