Go Live & Enhanced Support Engineer

About the role

Our MSP team is looking for a highly skilled Go Live and Support Engineer with strong technical and communication skills. You’ll dive right in and be an instrumental member of our technical team, gaining exposure to the Nerdio platform and our internal and external partners. The successful candidate will be a highly skilled Cloud Engineer with a proven track record of working with AVD, conducting deployments, troubleshooting, and delivering technical demos.

What you'll do

Go-Live & Implementation (50%)

• 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.

Enhanced Support & Troubleshooting (50%)

• 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.

Cross-Functional Engineering & Communication

• 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.

Qualifications

• 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.

Education & Preferred Experience

• Completed a degree in computer science, engineering, or a related discipline.
• Previous experience providing support for cloud-based services, SaaS (Software as a Service) products, or working with/at a Managed Services Provider (MSP).
• Familiarity with virtualization technologies such as VMware or Hyper-V, and knowledge of RDS, Citrix, Horizon, and Windows 365.
• Knowledge of Group Policy and identity management concepts.
• Certification in AZ-140, AZ-104, AZ-305, or MD-102 is highly preferred.

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.