Support Engineer
Provides client-facing technical support for Nerdio’s Microsoft cloud and end-user computing platform, including Azure Virtual Desktop, Windows 365, and Intune. The role requires at least two years of technical support or cloud infrastructure experience, strong troubleshooting skills, and clear communication with IT professionals.
About the job
Responsibilities
Platform Onboarding and Deployment Support
- Guide customers through Azure Virtual Desktop (AVD) deployments and Azure infrastructure setup using Nerdio Manager.
- Assess requirements, validate infrastructure readiness, and ensure deployments follow best practices in collaboration with enterprise customers and MSP partners.
Customer Support and Issue Resolution
- Provide hands-on technical support for IT professionals and administrators across Nerdio, Azure Virtual Desktop, Windows 365, and Microsoft Intune.
- Respond promptly to cases, diagnose root causes, and deliver clear, effective solutions.
Technical Expertise
- Apply knowledge of Microsoft Intune, FSLogix, networking, and Active Directory, including Entra ID, Entra Domain Services, and AD DS.
- Work with engineering and product teams to escalate, reproduce, and resolve advanced platform issues.
- Maintain current knowledge of Nerdio capabilities and Microsoft cloud technologies.
Communication and Customer Success
- Build relationships with IT administrators and technical stakeholders.
- Provide product guidance and technical walkthroughs.
- Document cases, resolutions, and best practices to a high standard.
Requirements
- 2+ years of experience in technical support, systems administration, or cloud infrastructure.
- Experience with Azure Virtual Desktop deployments or Azure environment management; comparable virtualization experience may be considered.
- Working knowledge of Microsoft Intune and Microsoft 365 administration, including endpoint policy management and identity configuration.
- Understanding of TCP/IP, DNS, DHCP, and firewall configuration.
- Experience administering Windows Server environments.
- Proficiency in PowerShell for automation, scripting, and system configuration.
- Strong analytical, troubleshooting, written communication, and verbal communication skills.
- Ability to engage effectively with IT professionals and explain technical information clearly.
Nice-to-Haves
- Linux familiarity.
- Experience with the Nerdio platform, including NME or NMM.
- Broader Microsoft cloud experience across Azure infrastructure, Intune device management, and Microsoft 365 services.
- Knowledge of Active Directory, Group Policy, and identity management.
- Experience with Zendesk or comparable ITSM ticketing platforms.
- Familiarity with ITIL and service management best practices.
- Microsoft Azure certifications such as AZ-104, AZ-140, AZ-800/801, or MD-102.
Compensation and Benefits
- Salary: 65,000–80,000.
- Competitive base and incentive plan.
- Stock options.
- Health and welfare plans.
- Life and disability plans.
- Retirement plan.
- Unlimited flexible paid time off, including a birthday day off.
- Nerdio-funded Microsoft Azure certification exams, including AZ-104, AZ-140, and MD-102. AZ-104 is expected within the first 90 days.
Skills
Azure Virtual Desktop, Microsoft Azure, Microsoft Intune, Microsoft 365, PowerShell, Fslogix, Active Directory, Entra Id, Windows Server, TCP/IP, DNS, Dhcp, Firewall Configuration, Zendesk, Itil
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