Support Solutions Engineer AMER - MSP

About Nerdio

At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. 

We support organizations of all sizes looking to deploy, manage, and cost-optimize native Microsoft technologies. We partner with Enterprises and Managed Service Providers all over the world to add value on top of their existing native Microsoft investments like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune. 

Created in 2016, Nerdio has always taken a market-leading and collaborative approach to cloud deployment and management. In fact, our product roadmap is greatly influenced by the regular feedback we receive from having seen companies deploy AVD into production environments several thousand times using Nerdio technology. 

Today, Nerdio is used in over 50 countries by more than 15,000 organizations of every size and vertical. We’re committed to delivering exceptional service and support, which starts with identifying and supporting the best staff possible. 

We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.

About the role

Join Nerdio’s fast-growing global technical team and play a key role in supporting customers across the U.S. This role offers an exciting opportunity to work in a cross-cultural environment.

What you'll do

1. Deploy AVD Environments: 

• 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. 

2. Customer Support: 

• Provide technical support and troubleshooting assistance to customers throughout their AVD deployments and beyond. 
• Respond to inquiries, resolve issues, and ensure customer satisfaction by delivering timely and effective solutions. 

3. Technical Expertise: 

• Demonstrate proficiency in Intune, FSLogix, and Active Directory (AAD, Azure AD DS, AD DS) to address customer needs. 
• Utilize excellent troubleshooting skills to identify and resolve technical issues, ensuring the smooth operation of AVD environments.  

4. Collaboration and Communication: 

• Collaborate with cross-functional teams, including internal and external partners, to ensure successful AVD deployments and support. 
• Conduct technical product demos and provide guidance to customers on the usage and capabilities of AVD. 

Qualifications

• 3+ years of experience in technical support or a related field.  
• Experience with virtualization technologies, preferably Azure Virtual Desktop is essential.
• Familiarity with 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 and Linux distributions.
• Proficiency in scripting languages, such as PowerShell or Python, to automate tasks and perform system configurations. 
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues
• 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. 

Preferred Experience

• Previous experience in providing support for cloud-based services or SaaS (Software as a Service) products. 
• Knowledge of Active Directory, Group Policy, and identity management concepts. 
• Experience with ticketing systems, such as JIRA or ServiceNow. 
• Understanding of ITIL (Information Technology Infrastructure Library) framework and best practices. 
• Certification in relevant technologies, such as Microsoft Azure certifications (e.g., Azure Administrator, Azure Solutions Architect) or ITIL certifications

Benefits and Incentives

• 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

* Benefits for international employees, outside the US, vary by country. 

Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.