Desktop Support Engineer
Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.
About the Role
Drive fast, accurate triage of new incoming ServiceNow tickets. Analyze and structure each ticket, populate key fields, attach relevant KB articles, perform brief troubleshooting and data collection, and decide to resolve or escalate. If an issue is likely to take more than 15 minutes to resolve, escalate to the appropriate engineering team.
What You’ll Do
- Review new ServiceNow tickets, confirm Incident vs. Request classification, and check for duplicates
- Assess scope and impact, including how many users are affected, which locations are involved, and which services are impacted
- Populate all required ServiceNow fields accurately
- Attach relevant Knowledge Base articles and record clear Work Notes, including steps performed, data collected, and hypotheses
- Identify the problem layer: network, software, hardware, identity/access, or external service dependency
- Resolve simple issues within 15 minutes; otherwise escalate to the correct resolver group
- Escalate to engineering teams for hardware issues, onsite or local office support, device provisioning, and incidents requiring deep troubleshooting
- Monitor SLA compliance and queue health; proactively prevent stuck, aging, or misrouted tickets
- Improve Knowledge Base accuracy and triage workflows by proposing enhancements to categorization and assignment mappings
- Communicate concisely with end users and resolver teams, setting appropriate expectations and providing timely updates
- Operate within an international team environment; provide clear shift handovers and status updates
What You’ll Bring
- 2+ years of experience in IT Service Desk or Helpdesk roles (enterprise environment preferred)
- English proficiency (written and spoken)
- Hands-on experience with ServiceNow or similar ITSM platforms, including categorization, prioritization, Assignment Group routing, and CMDB/CI usage
- Working knowledge of Active Directory and Azure AD, including account and group management, password resets, and account unlocks
- Strong knowledge of Windows 10/11 and macOS, with experience using remote support tools (RDP, TeamViewer, etc.)
- Proficiency with Microsoft 365 applications and service dependencies (Exchange, Teams, SharePoint, OneDrive)
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP) to accurately identify the issue layer and route tickets to the correct resolver group
- Proven ability to multitask in real time, work independently under pressure, and consistently deliver high-quality customer service
- Ability to learn new products and technologies through lab environments, self-training, and vendor support resources
Bonus Skills
- ITIL Foundation, HDI, CompTIA A+, MCP, or similar certifications
- Experience with incident monitoring and alerting systems
- PowerShell scripting for rapid data collection and short diagnostics (strictly within triage scope)
- Experience applying Impact and Urgency matrices and maintaining accurate CI relationships
What You’ll Get
- Two weeks of paid vacation, plus 3 global VeeaMe Days for self-care
- Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents
- Medical, dental, and vision coverage fully funded for employees and dependents
- Mental health support, therapy sessions, and virtual care via SupportLinc EAP
- Retirement and social security contributions through Costa Rica’s statutory programs
- Life insurance equal to 24x monthly salary, plus disability and funeral coverage
- Daily cafeteria subsidy
- Fertility, adoption, and surrogacy support, plus 24 paid volunteer hours through Veeam Cares
- Professional training and education, including courses and workshops, internal meetups, and unlimited access to online learning platforms (LinkedIn Learning, Athena, O’Reilly), plus mentoring through the MentorLab program
Please note: The position is based in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.
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