Windows Support Engineer

Company Description

Everything’s in place for you to win at Veeam – the global leader in Modern Data Management. We provide trusted back-up solutions that deliver cloud data management and protection, keeping the world moving for over 400,000 customers including the vast majority of Fortune 500 companies. We’re extremely successful: a billion-dollar company and Leader in the Gartner Magic Quadrant that’s won over 200 top industry awards. But we’re always looking forward. Everyone here plays a part in finding new opportunities and winning new deals, and you’ll be backed by a best-in-service product and an unrivalled reputation for delivering customer satisfaction.

Ultimately though, we grow together, so we’ll support you fully to be successful in your role. We’ll invest in you through our on-demand learning systems. Mentoring, training and coaching will help you to find your feet, take big challenges in your stride and perform at your best. There are acceleration programs that could propel you further forward than you imagined. And whether it’s learning additional skills, gaining a new experience or taking the next step in your career, there will be lots of scope for development.

All this in a place where people talk from the heart. We have a culture of focus and excellence. We encourage innovation and iteration. And since our achievements are tangible, we can keep it real and be genuine with each other. We’re inclusive, diverse, open and honest people who collaborate, support each other and have fun together. And we’re nimble enough for people to speak up. We play to win; we’re competitive, hungry and driven, but we remain humble. If that’s you, get ready to do Veeamazing things.

Job Description

The Veeam Backup and Replication (VBR) is a reliable solution that lets us verify the recoverability of backups, recover instantly, and test upgrades in an isolated environment before putting them in production. The VBR technical support engineer is a trusted role providing technical assistance to fellow IT Professionals, using broad and in-depth troubleshooting skills and product knowledge to solve challenging technical issues.

Your tasks will include:

• Performing troubleshooting and analysis, including log file investigation
• Acting as a technical focal point in relationships to fellow IT Professionals
• Taking ownership of the customer problem or issue from the beginning of a support case through resolution, troubleshooting on our end (in Veeam) as well as in 3rd party components from Microsoft and Vmware, checking if the issue is known or unknown if it’s a defect if it’s caused by misconfiguration, correcting it as break/fix scenario and educating the customer by explaining for the process and interaction works
• Document all customer interactions accurately and within SLA in our CRM tool

What we expect from you:

• Fluent in English (reading/writing/speaking)
• Advanced user or administrative level with the following areas: Windows OS 2008(r2)/2012(r2)/2016
• Practical knowledge of TCP/IP (OS, firewalls configuration) and networking configuration/troubleshooting (NAT, ports, DHCP, DNS)
• As a plus, UNIX and/or Linux knowledge, VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DataBase engines (SQL/Oracle)
• Ability to quickly learn, understand and explain technical information
• Ability and desire to take ownership of client issues through resolution
• Excellent time management skills
• Ability to work in a fast-paced environment

What we offer:

• Medical, dental, and vision through INS. Premium cost for employee and dependent coverage is fully funded by Veeam 
• Life insurance and disability coverage 
• Two weeks paid time off along with company paid holidays 
• Veeam Care Days – additional 24 hours for your volunteering activities. 
• Cafeteria subsidy 
• 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: This is an on-site role, (4 days a week in the office), located in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica Veeam reserves the right to decline the application for the position. Applications must be in English.

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