Desktop Support Analyst

Veeam(R), 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 Analyst will supervise the incoming Service Desk tickets, provide technical support, and resolve issues as they arise. The ideal candidate will be reliable, able to analyze and address non-standard situations and take ownership of the technical problems they encounter.

Your tasks will include:

• Investigate, prioritize, resolve, and escalate incoming Service Desk tickets
• Monitor Service Level Agreement (SLA) compliance within the team
• Ensure timely resolution or escalation of technical issues
• Provide IT support for hardware and software, including remote assistance
• Perform user account administration across multiple systems
• Review and update the Service Desk knowledge base with accurate processes and procedures

What we expect from you:

• At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment
• Proficiency in English, both written and spoken
• Strong multitasking skills with the ability to handle real-time support issues
• A proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently
• Experience with Active Directory, including creating/managing user accounts and distribution lists and performing password resets and account unlock
• Familiarity with using a ticketing system (e.g., ServiceNow or similar) to manage and track workload
• In-depth knowledge of Microsoft desktop operating systems (especially Windows 10) and MacOS
• Strong expertise in MS Office products

What will be your advantage:

• Ability to work with users of any level of technical knowledge
• Knowledge of networking technologies (TCP/IP, DNS, DHCP)
• ITIL certifications, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications
• Experience with incident monitoring and management systems
• Scripting and automation skills using tools like PowerShell

We Offer:

• Private medical insurance for you, one adult dependent, and your children
• Meal tickets
• Private pension plan
• Life insurance
• Vision reimbursement
• Annual leave and additional vacation days based on tenure
• Cafeteria Benefit Plan where you will be able to flexibly customize your benefits package based on your budget and personal needs
• Veeam Care Days - additional 24 hours for your volunteering activities
• 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: If the applicant is permanently present outside of Romania, Veeam reserves the right to refuse to consider the application for a job.

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Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.  

The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes. 

By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.