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

Our technical team is looking for a client-facing Support Engineer with strong technical and communication skills. You’ll dive right in and be an instrumental member of our technical team and will be exposed to the Nerdio Manager platform. 

You’ll take tickets from start to finish assisting partners on a wide range of Modern Work and AVD related issues with Nerdio Manager. You’ll work closely with a team of like-minded professionals to handle the daily ticket intake and also identify trending errors/issues and find and fill gaps in Nerdio documentation that can assist with overall ticket mitigation as well as keeping our partners as informed as possible. 

What you'll do

• 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.  

Qualifications

• 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. 

Preferred Experience

• 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. 

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.