Desktop Support Engineer II
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
The role of Desktop Support Engineer will focus on supervising the front-line day-to-day operations and technical support: you will identify, research and resolve technical problems. We would like to see a reliable candidate who can analyze and deal with non-standard situations.
What You’ll Do
- Solve and handle incoming tickets in the Service desk
- Monitoring of SLA compliance within the department
- Resolve problems or escalate as necessary in a timely manner
- Provide IT support related to hardware and software including remote assistance
- Perform user account administration in various systems
- Review and update Service Desk knowledgebase regarding processes and procedures
- Asset management and tracking for hardware
- Work with third-party suppliers as needed
- Be able to install standard IT equipment in a datacenter rack, with assistance if needed
What You’ll Bring
- At least 5 years of previous experience at IT Service Desk, preferably in an enterprise environment
- Good English language skills, both written and verbal
- Ability to facilitate and support multiple tasks and real time support issues
- Being proactive in delivering high-quality customer service, working under pressure and independently if required
- Experience with Active Directory (creating user accounts, distribution lists, performing password resets and account unlock etc.)
- Experience using a ticketing system such as ServiceNow or similar, to manage workload
- Experience using Intune and Jamf
- In depth knowledge of Microsoft desktop operating systems (particularly Windows 11), MacOS
- In depth knowledge of MS Office products
- Ability to work independently
What You’ll Get
- 18 paid vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Private medical coverage for you and up to four dependents
- Life, accident, and disability insurance with enhanced coverage
- Annual flexible wellbeing allowance for physical and mental wellness
- Free confidential counselling and coaching via Employee Assistance Program (EAP), including legal and financial advice
- Meal, fuel, and transportation benefits based on work arrangement
- Daycare reimbursement and safe cab facility for eligible employees
- Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning
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