Desktop Support Engineer

Veeam®, the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward.

With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud. 

The Veeam Data Platform delivers a single solution for cloud, virtual, physical, SaaS, and Kubernetes environments that gives IT and security leaders peace of mind that their apps 
and data are protected and always available.

Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 450,000 customers worldwide, including 74% of the Global 2000, who trust Veeam to keep their businesses running.

The Desktop Support Engineer is responsible for providing hardware and software support to on-site and remote employees as a member of the Corporate Technology and Service Desk team. The CT team is the grease that keeps Veeam running. We are here to support our fellow employees so that they can continue to grow our company. The Desktop Support Engineer roles are customer support roles. We take care of our customers so they can take care of theirs.

Your tasks include:

• Prepare, maintain, troubleshoot and repair desktop and notebook computers, mobile devices, printers, other computer peripherals and related software
• Deployment, configuration and security of desktop/mobile computing and peripheral devices
• Resolves Level 1 tickets. Elevate complex and/or high priority tickets to the appropriate support groups for resolution
• Assist in ticket dispersion throughout the IT team
• Ability to work effectively unsupervised and within a team environment
• Collaborate as a member of an international team
• Asset management and tracking for computer hardware and software licenses
• Document IT policies and procedures for end user and internal use
• Carry out IT helpdesk duties for the APJ region
• Be able to install standard IT equipment in a datacenter rack, with assistance if needed
• Work with third-part suppliers as needed
• Perform other duties as assigned

What we expect from you:

• Have more than 3+ years of experience in a desktop or technical support role
• Have experience with: PC Hardware such as desktops, Windows laptops, Mac laptops, mobile devices, network attached printers and other computer peripherals, PC Software such as Microsoft Windows, Mac OS, Office, Outlook and various 3rd party Client/Server applications
• Experience with Intune and JAMF
• Have excellent verbal and written communication skills for manuals, configuration guides and other technical content
• Have troubleshooting skills
• Be a self-starter with the ability to learn new technologies quickly with minimal instruction
• Be able to learn a new product or technology via lab time, self-training and technical support resources
• Be comfortable working in a fast-paced environment where roles and responsibilities change quickly
• Good work habits under pressure

What we offer:

• Medical, dental, and vision through INS. Premium cost for employee and dependent coverage is fully funded by Veeam 
• Life insurance and disability coverage 
• Two weeks paid time off along with company paid holidays 
• Veeam Care Days – additional 24 hours for your volunteering activities
• Cafeteria subsidy 
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (Percipio, Athena, O’Reilly) and mentoring through our MentorLab program

Please note: This is an on-site role, (4 days a week in the office), located in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica Veeam reserves the right to decline the application for the position. Applications must be in English.

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