Go Live & Enhanced Support Engineer

Overview

Job Description

Responsibilities

• - Work closely with our Partner Sales Managers (PSM's) to support sales with highly technical Microsoft Channel Partners and MSP's (Managed Service Providers).
• - Collaborate with clients and partners to gather requirements, assess infrastructure needs, and execute AVD\M365 deployments using Nerdio Manager, following established processes and best practices.
• - Help Nerdio partners with their first several account implementations.
• - Collaborate towards creating meaningful metrics towards go lives, partner implementation, and MRR goals.
• - Provide technical assistance for customer pre-sale and onboarding, offering support via screenshare sessions throughout their AVD/Intune deployment and beyond.
• - Serve as an escalation resource for our in-scope support team.
• - Assist fellow Nerdio Support Engineers with trouble tickets and problem solving.
• - Respond to inquiries, resolve issues, and ensure customer satisfaction by delivering timely and effective solutions.
• - Conduct technical product demos and provide guidance to customers on the usage and capabilities of AVD and Modern Work.
• - Collaborate with technical team members to maintain, design, and enhance current tools and processes.
• - Contribute to the creative process of product enhancements and new features.
• - Utilize strong documentation skills to record and track support cases, solutions, best practices, and contribute to the technical knowledge base.

Required Skills

• - 5+ years of experience in technical support or a related field.
• - Prior AVD deployments and experience with virtualization technologies, preferably Azure Virtual Desktop and Intune.
• - Demonstrate proficiency in Modern Work, FSLogix, and Active Directory (AAD, Entra DS, AD DS, Azure AD DS) to address customer needs.
• - Knowledge of cloud computing platforms, such as Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP).
• - Competent understanding of networking layers and resources, including TCP/IP, DNS, firewalls, and VPNs.
• - Experience with Microsoft networking and applications (i.e., Exchange, SQL, Terminal Services), as well as operating systems like Windows Server, Remote Desktop Services, and Windows 10/11 Single and Multisession.
• - Experience with shared storage systems (i.e., SAN, NAS).
• - Proficiency in scripting languages, such as PowerShell or Python, to automate tasks and perform system configurations.
• - Excellent troubleshooting and problem-solving skills, with a fast-paced mentality and the ability to make decisions quickly with a high sense of urgency.
• - Comfortable working with highly technical customers and delivering excellent results within short cycle times while tolerating a high degree of uncertainty and change.
• - High degree of empathy, creativity, and excellent customer service skills to effectively communicate technical information to non-technical users.
• - Project management and planning experience.
• - Love Microsoft technologies and thrive speaking/educating customers about them.

Benefits

• - Competitive Base and 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