Onsite Desktop Support Engineer

Description

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.

About the Role

This is an excellent opportunity for someone with strong customer-focused skills to provide onsite IT support for end-users at our Prague office. The role of  Onsite Desktop Support Engineer will focus on supervising the front-line day-to-day operations and technical support: you will identify, research, and resolve all technical-related issues, ensuring smooth daily operations.

Work model: Based on this role’s business requirements, this is an onsite position requiring 5 days a week at Veeam office in Prague, Czech Republic.

Responsibilities

• Solve and handle incoming tickets in the Service desk
• Monitoring of SLA compliance within the department
• Resolve problems or escalate as necessary in a timely manner
• Provide IT support related to hardware and software including remote assistance
• Perform user account administration in various systems
• Review and update Service Desk knowledgebase regarding processes and procedures
• Asset management and tracking for hardware.
• Work with third-party suppliers as needed.
• Data center Hardware & Physical Infrastructure support
• Data Center Operations & Maintenance
• Server Lifecycle Management
• Monitoring, Documentation & Inventory
• Coordination & Communication with QA, DEV team
• What You’ll Bring
• At least 3-5 years of previous experience at IT Service Desk, preferable in an enterprise environment
• Fluent English and Czech (level B2 or higher) both written and verbal
• Ability to facilitate and support multiple tasks and real time support issues
• Being proactive in delivering high-quality customer service, work under pressure and independently if required
• Experience with Active Directory (creating user accounts, distribution lists, performing password resets and account unlock etc.)
• Experience using a ticketing system such as ServiceNow or similar, to manage workload
• In depth knowledge of Microsoft desktop operating systems (particularly Windows 11), MacOS
• In depth knowledge of MS Office products
• Ability to work independently and as part of a collaborative team
• Strong customer service skills to support diverse, non-technical users
• What You’ll Get
• 25 vacation days, 4 sick days, 21 paid medical leave days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Premium private medical insurance for employees and dependents
• Daily meal vouchers for restaurants and groceries (180 CZK per working day)
• Flexible cafeteria platform with thousands of lifestyle benefit options
• Multisport Card for gym and wellness, with family add-on options
• Annual public transport reimbursement up to a set limit
• Corporate mobile plan with optional family tariff
• 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: If an applicant is permanently located outside of the Czech Republic, Veeam reserves the right to decline the application for this position.
• LI-Remote
• LI-JS4
• 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.
• By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.