Desktop Support Engineer II
Job Description
- Handle and resolve Service Desk tickets
- Monitor SLA compliance
- Provide hardware and software IT support, including remote assistance
- Perform user account administration (Active Directory)
- Manage IT assets and track hardware
- Collaborate with third-party suppliers
- Install standard IT equipment in data centers
- 5+ years of IT Service Desk experience
- Proficiency in English (written and verbal)
- Experience with ticketing systems (e.g., ServiceNow)
- In-depth knowledge of Windows 11 and MacOS
- In-depth knowledge of MS Office products
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.
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.
This will be an hybrid role, based in Singapore
Your tasks will include:
- 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 knowledge base 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 we expect from you:
- At least 5 years of previous experience at IT Service Desk, preferable 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, work 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
- In depth knowledge of Microsoft desktop operating systems (particularly Windows 11), MacOS
- In depth knowledge of MS Office products
- Ability to work independently
#LI-SK1
