Support Engineer – Enterprise

Responsibilities

Platform Onboarding & Deployment Support

• Guide customers through Azure Virtual Desktop (AVD) environment deployments and Azure infrastructure setup using Nerdio Manager.
• Collaborate with enterprise customers and managed service provider partners to assess requirements, validate infrastructure readiness, and complete deployments according to best practices.

Customer Support & Issue Resolution

• Provide hands-on technical support to IT professionals and administrators across the Nerdio platform, including 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 Azure AD, Azure AD DS, and AD DS.
• Work with internal engineering and product teams to escalate, reproduce, and resolve advanced platform issues.
• Maintain current knowledge of Nerdio platform capabilities and Microsoft cloud technologies.

Communication & Customer Success

• Build strong relationships with IT administrators and technical stakeholders.
• Communicate clearly and professionally throughout customer engagements.
• Deliver product guidance and technical walkthroughs to help customers maximize their Nerdio deployments.

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 networking fundamentals, including TCP/IP, DNS, DHCP, and firewall configuration.
• Experience administering Windows Server environments; Linux familiarity is a plus.
• Proficiency in PowerShell for automation, scripting, and system configuration.
• Strong analytical and troubleshooting skills in cloud and hybrid environments.
• Excellent written and verbal communication skills.
• Strong documentation discipline, including recording cases, resolutions, and best practices.

Nice-to-Haves

• 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 concepts.
• Experience with Zendesk or comparable ITSM ticketing platforms.
• Familiarity with the ITIL framework and service management best practices.
• Microsoft Azure certifications such as AZ-104, AZ-140, AZ-800/801, or MD-102.

Compensation & Benefits

• 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.
• Company-funded Microsoft Azure certification exams, including AZ-104, AZ-140, and MD-102. AZ-104 is expected to be completed within the first 90 days.