About this role
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 Service Desk Analyst will supervise (investigate, prioritize, escalate) 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 able to take ownership of the technical problems they encounter.
What You’ll Do
- 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
- Collaborate as a member of an international team
- Review and update the Service Desk knowledge base with accurate processes and procedures
What You’ll Bring
- 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 unlocks
- 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
- Be able to learn a new product or technology via lab time, self-training, and technical support resources
Bonus Skills
- 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
What You’ll Get
- Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents
- Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents
- Mental health support, therapy sessions, and virtual care via our Employee Assistance Program
- Retirement and social security contributions through Costa Rica’s statutory programs
- Life insurance equal to 24x monthly salary, plus disability and funeral coverage
- Daily cafeteria subsidy
- Fertility, adoption, and surrogacy support, plus 24 paid volunteer hours through Veeam Cares
- 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
Please note: The position is based in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.
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Other facts
About Veeam Software
Welcome to Veeam’s LinkedIn page.
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Veeam®, the #1 global market leader in data resilience, believes every business should be able to bounce forward after a disruption with the confidence and control of all their data whenever and wherever they need it. Veeam calls this radical resilience, and we’re obsessed with creating innovative ways to help our customers achieve it.
With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud.
Veeam solutions are purpose-built for powering data resilience by providing data backup, data recovery, data freedom, data security, and data intelligence. With Veeam, IT and security leaders rest easy knowing that their apps and data are protected and always available across their cloud, virtual, physical, SaaS, and Kubernetes environments.
Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, including 67% of the Global 2000, that trust Veeam to keep their businesses running.
Radical resilience starts with Veeam.
Learn more at www.veeam.com or follow Veeam on X @veeam.
What you'll do
- The Service Desk Analyst will supervise incoming Service Desk tickets, providing technical support and resolving issues. They will also monitor SLA compliance and ensure timely resolution or escalation of technical issues.
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