Support Solutions Engineer AMER - MSP

Nerdio is dedicated to simplifying IT professionals' lives and optimizing Microsoft cloud investments. They are seeking a client-facing Support Solutions Engineer to assist partners with AVD and Windows 365 deployments, providing technical support and troubleshooting throughout the process.

Responsibilities:

• Deploy AVD/Windows 365 Environments:
• Aid in deploying AVD/W365 environments using Nerdio Manager, following established processes and best practices
• Collaborate with partners to gather information on their environments and their client’s environments and specific configurations to effectively support each unique partner/account
• Understand AVD/W365 deployments front-to-back with Nerdio Manager. What exactly is happening in Azure/Intune Admin Center when we run the respective tasks in Nerdio Manager?
• Customer Support:
• Provide technical support and troubleshooting assistance to customers throughout their AVD deployments and beyond primarily via email support, phone support, or remote support sessions
• Respond to inquiries with empathy, resolve partner issues, and ensure partner satisfaction by delivering timely and effective solutions
• Document all troubleshooting steps and resolution notes found to assist with future reported incidents or further escalations
• Technical Expertise:
• Demonstrate proficiency in deploying and supporting AVD/W365 Deployments (Image Management, FSLogix, Performance, etc.), Endpoint Management, Intune Policy Management, and Active Directory (Entra ID, Entra DS, AD DS) to address customer needs
• Utilize excellent troubleshooting skills to identify and resolve technical issues, ensuring the smooth operation of AVD environments
• Utilize the internal resources like our internal Nerdio Manager sandbox installation to test and potentially replicate wide-spread issues and/or bug reports within the product
• Collaboration and Communication:
• Collaborate with cross-functional teams, including internal and external partners, to ensure successful Nerdio Manager account deployments and support
• Demonstrate technical expertise of the product and provide guidance to customers on the usage and capabilities of Nerdio Manager

Requirements:

• 2+ years of experience in technical support deploying and supporting Azure Virtual Desktop is essential
• Direct experience working with Microsoft Azure and Entra ID is essential
• Knowledge of networking concepts, including TCP/IP, DNS, and firewalls
• Experience working with and supporting Windows 10/11/Server as well as managing custom images and applications
• Knowledge of Entra ID, Entra DS, Active Directory, and identity management concepts
• Experience with Intune Policy Management – Configuring, applying, and enforcing policy for clients
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues
• Excellent customer service skills, with a focus on empathy and the ability to effectively communicate technical information to non-technical users
• Strong documentation skills to record and track support case updates, solutions, and best practices
• Ideal candidates are self-starters who thrive in a fast-paced, collaborative environment alongside other hardworking professionals that share the same level of drive and ambition
• Direct experience working with Nerdio Manager
• Proficiency in scripting languages, such as PowerShell or Python, to automate tasks and perform system configurations
• Previous experience in providing support for cloud-based services or SaaS (Software as a Service) products
• Experience with ticketing systems such as Zendesk, JIRA, or ServiceNow
• Understanding of ITIL (Information Technology Infrastructure Library) framework and best practices
• Certification in relevant technologies, including the following Microsoft Azure certifications: AZ-140, AZ-305, AZ-104, MD-102, etc