Nerdio · 4 hours ago
MSP Escalation Engineer
United States
Full-time
Remote
Mid, Senior Level
$120K/yr - $140K/yr
5+ years exp
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Responsibilities
Aid in deploying AVD environments using Nerdio Manager, following established processes and best practices.
Collaborate with clients and partners to gather requirements, assess infrastructure needs, and execute AVD deployments.
Provide technical support via screenshare session and assistance to customers throughout their AVD/Intune deployment, from pre-sale to onboarding and beyond.
Serve as an escalation resource for our in scope support team.
Respond to inquiries, resolve issues, and ensure customer satisfaction by delivering timely and effective solutions.
Demonstrate proficiency in Modern Work, Intune, FSLogix, AVD and Active Directory (AAD, 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.
Collaborate with cross-functional teams, including internal and external partners, to ensure successful AVD and Modern Work deployments and support.
Conduct technical product demos and provide guidance to customers on the usage and capabilities of AVD and Modern Work.
Qualification
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Required
5+ years of experience in technical support or a related field.
Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues.
Experience with virtualization technologies, preferably Azure Virtual Desktop and Intune is required.
Knowledge of cloud computing platforms, such as Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP).
Knowledge of networking concepts, including TCP/IP, DNS, and firewalls.
Experience with operating systems, such as Windows Server, Remote Desktop Services, Windows 10/11 Single and Multisession.
Proficiency in scripting languages, such as PowerShell or Python, to automate tasks and perform system configurations.
Excellent customer service skills, with the ability to effectively communicate technical information to non-technical users.
Strong documentation skills to record and track support cases, solutions, and best practices.
Love Microsoft technologies and thrive speaking/educating with customers about them.
Preferred
Previous experience in providing support for cloud-based services or SaaS (Software as a Service) products.
Familiarity with virtualization technologies, such as VMware or Hyper-V.
Knowledge of RDS, Citrix, Horizon, AVD, Windows 365, Intune.
Knowledge of Active Directory, Group Policy, and identity management concepts.
Certification in AZ-140, AZ-104, AZ-305, MD-102 is highly preferred.
Experience working with or at a Managed Services Provider (MSP).
Benefits
Competitive Base + Incentive Plan
Stock Options
Health and Welfare Plans
Life and Disability Plans
Retirement Plan
Unlimited Flexible Paid Time Off......including your birthday off!
Collaborative Team Culture
Benefits for international employees, outside the US, vary by country.
Company
Nerdio
Nerdio is a Microsoft ISV with deep expertise in its cloud technologies such as Azure Virtual Desktop, Windows 365 and Intune.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$125MKey Investors
Updata PartnersMK Capital
2022-12-14Series B· $117M
2020-02-11Series A· $8M
Leadership Team
Vadim Vladimirskiy
Co-Founder and CEO
Joseph Landes
Co-Founder and Chief Revenue Officer
Recent News
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