Desktop Support Engineer

TL;DR

Desktop Support Engineer: Drive fast, accurate triage of incoming ServiceNow tickets, analyze and structure issues, and decide to resolve or escalate, with an accent on initial troubleshooting, data collection, and communication with end-users. Focus on identifying problem layers, ensuring SLA compliance, and improving Knowledge Base accuracy.

Location: Must be based in San Jose, Costa Rica

Company

Veeam is the #1 global market leader in data resilience, providing solutions for data backup, recovery, portability, security, and intelligence to over 550,000 customers worldwide.

What you will do

• Review and classify ServiceNow tickets, checking for duplicates.
• Assess incident scope, impact, and affected users/services.
• Populate ServiceNow fields, attach KB articles, and record clear work notes.
• Identify problem layers (network, software, hardware, identity/access, external service).
• Resolve simple issues within 15 minutes or escalate to appropriate engineering teams.
• Monitor SLA compliance, queue health, and proactively prevent stuck tickets.
• Improve Knowledge Base accuracy and triage workflows.
• Communicate concisely with end users and resolver teams, setting expectations and providing updates.
• Operate within an international team, ensuring clear shift handovers.

Requirements

• 2+ years of experience in IT Service Desk or Helpdesk roles (enterprise environment preferred).
• English proficiency (written and spoken).
• Hands-on experience with ServiceNow or similar ITSM platforms (categorization, prioritization, routing, CMDB/CI).
• Working knowledge of Active Directory and Azure AD (account/group management, password resets).
• Strong knowledge of Windows 10/11 and macOS, with remote support tools experience.
• Proficiency with Microsoft 365 applications (Exchange, Teams, SharePoint, OneDrive).
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP).

Nice to have

• ITIL Foundation, HDI, CompTIA A+, MCP, or similar certifications.
• Experience with incident monitoring and alerting systems.
• PowerShell scripting for rapid data collection and diagnostics.

Culture & Benefits

• Two weeks paid vacation plus 3 global VeeaMe Days for self-care.
• Paid parental leave (8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents).
• Fully funded medical, dental, and vision coverage for employees and dependents.
• Mental health support, therapy, and virtual care via SupportLinc EAP.
• 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.
• Professional training and education (courses, workshops, internal meetups, online platforms like LinkedIn Learning, Athena, O’Reilly), and mentoring.