Desktop Support Engineer II
Veeam Software
Job Overview
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Job Description
About Veeam Software
Veeam, the #1 global market leader in data resilience, provides data backup, recovery, portability, security, and intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide. Join us as we grow, learn, and make a real impact for some of the world’s biggest brands.
About The Role
The Desktop Support Engineer II will supervise front-line day-to-day IT operations and technical support. This role involves identifying, researching, and resolving technical problems, analyzing non-standard situations, and ensuring a high standard of customer service.
What You’ll Do
- Solve and handle incoming tickets in the Service Desk.
- Monitor SLA compliance within the department.
- Resolve problems or escalate timely as necessary.
- Provide IT support for hardware and software including remote assistance.
- Perform user account administration in various systems.
- Review and update the Service Desk knowledgebase.
- Manage asset tracking for hardware.
- Work with third-party suppliers when needed.
- Install standard IT equipment in a datacenter rack with assistance.
What You’ll Bring
- Minimum 5 years of IT Service Desk experience in an enterprise environment.
- Strong English communication skills, both written and verbal.
- Ability to manage multiple tasks and real-time support issues.
- Proactive delivery of high-quality customer service under pressure.
- Experience with Active Directory, including account management.
- Familiarity with ticketing systems (e.g., ServiceNow), Intune, and Jamf.
- Extensive knowledge of Microsoft desktop operating systems (especially Windows 11) and MacOS.
- Proficiency with MS Office products.
- Ability to work independently.
What You’ll Get
- 18 paid vacation days plus 4 extra global VeeaMe Days.
- 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 wellness.
- Free confidential counselling and coaching via EAP.
- Meal, fuel, and transportation benefits based on work arrangement.
- Daycare reimbursement and safe cab facility for eligible employees.
- Opportunities for growth through on-demand libraries and learning events.
Key skills/competency
- IT Support
- Service Desk
- Active Directory
- Ticketing Systems
- Windows 11
- MacOS
- Remote Assistance
- Hardware Installation
- Customer Service
- Asset Management
How to Get Hired at Veeam Software
- Customize resume: Tailor your experience to IT service desk keywords.
- Highlight certifications: Emphasize Active Directory and OS skills.
- Practice troubleshooting scenarios: Demonstrate problem solving in interviews.
- Research Veeam Software: Check out company culture and news.
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