About the Role:
The Desktop Support Analyst II at Veeam will oversee incoming Service Desk tickets and provide technical support. Responsibilities include investigating, prioritizing, resolving, and escalating tickets, as well as monitoring Service Level Agreement (SLA) compliance within the team. The role requires ensuring timely resolution or escalation of technical issues, providing IT support for hardware and software, performing user account administration, collaborating with an international team, and updating the Service Desk knowledge base with accurate processes. Additionally, support for light hardware operations in the office, such as equipment handouts and simple inventory updates, is expected.
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Job Summary:
Veeam, the #1 global market leader in data resilience, offers businesses control over their data. With over 550,000 customers worldwide, we provide robust solutions for backup, recovery, portability, security, and intelligence in data management. We are seeking a Desktop Support Analyst II in Riyadh, Saudi Arabia, to enhance our technical support team.
Requirements:
- At least 2 years of experience in an IT Service Desk role, ideally in an enterprise environment.
- Proficiency in English and Arabic, both written and spoken.
- Strong multitasking skills and the ability to handle real-time support issues.
- Proactive approach to delivering high-quality customer service, with the ability to work under pressure and independently.
- Experience with Active Directory, including user account management and password resets.
- Familiarity with ticketing systems (e.g., ServiceNow or similar).
- Knowledge of Microsoft desktop operating systems (especially Windows 10) and macOS, along with strong expertise in MS Office products.
- Willingness to learn new technologies through self-training and technical support resources.
Desired Skills:
- Ability to work with users of varying technical knowledge levels.
- 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, as well as scripting and automation skills using tools like PowerShell.
Veeam Software is an equal opportunity employer and maintains confidentiality with all personal information.
