MSP Escalation Engineer

Nerdio; United States; Remote; USD 120,000 - 140,000; Full time

Job summary

Join a dynamic and innovative company at the forefront of cloud technology. This role offers the opportunity to aid in deploying Azure Virtual Desktop environments and provide exceptional support to clients. You will work closely with partners and clients to ensure seamless AVD deployments, leveraging your expertise in Microsoft technologies. With a focus on collaboration and customer satisfaction, you will play a key role in transforming how businesses utilize cloud solutions. Enjoy a competitive salary, stock options, and unlimited flexible paid time off while being part of a diverse and inclusive workplace.

Benefits

Competitive base salary + incentive plan

Stock options

Health and welfare plans

Life and disability plans

Retirement plan

Unlimited flexible paid time off

Qualifications

• 5+ years of experience in technical support or a related field.
• Strong troubleshooting and problem-solving skills.
• Experience with Azure Virtual Desktop and Intune.

Responsibilities

• Aid in deploying AVD environments using Nerdio Manager.
• Provide technical assistance for customer pre-sale and onboarding.
• Collaborate with clients to gather requirements and execute AVD deployments.

Skills

Technical Support

Troubleshooting

Azure Virtual Desktop

Microsoft Intune

Cloud Computing

Networking Concepts

Scripting (PowerShell, Python)

Customer Service

Education

5+ years in Technical Support

Tools

Azure

AWS

Google Cloud Platform

VMware

Hyper-V

Job description

Nerdio adds value on top of the powerful capabilities in Azure Virtual Desktop, Windows 365, and Microsoft Intune by delivering hundreds of features that simplify management, ensure efficient operations, and lower Azure compute and storage costs by up to 80% via automation.

Leveraging Nerdio, partners can manage customers’ cloud environments through streamlined, multi-tenant, workflow-powered technology that allows them to create and grow cloud-based recurring revenues. Enterprise IT professionals can deliver and maintain a wide range of virtual Windows endpoints across hybrid workforces with ease and fine-tune end-user computing (EUC) approaches for maximum effectiveness using powerful monitoring and analytics capabilities.

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.

What you'll do

1. Aid in deploying AVD environments using Nerdio Manager, following established processes and best practices.
2. Collaborate with clients and partners to gather requirements, assess infrastructure needs, and execute AVD deployments.
3. Provide technical assistance for customer pre-sale and onboarding.
4. Customer Support:
5. Provide technical support via screenshare sessions and assistance to customers throughout their AVD/Intune deployment, from pre-sale to onboarding and beyond.
6. Serve as an escalation resource for our in-scope support team.
7. Respond to inquiries, resolve issues, and ensure customer satisfaction by delivering timely and effective solutions.
8. Technical Expertise:
9. Demonstrate proficiency in Modern Work, Intune, FSLogix, AVD, and Active Directory (AAD, Entra DS, AD DS) to address customer needs.
10. Utilize excellent troubleshooting skills to identify and resolve technical issues, ensuring the smooth operation of AVD environments.
11. Collaboration and Communication:
12. Collaborate with cross-functional teams, including internal and external partners, to ensure successful AVD and Modern Work deployments and support.
13. Conduct technical product demos and provide guidance to customers on the usage and capabilities of AVD and Modern Work.

Qualifications and Experience

• 5+ years of experience in technical support or a related field.
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues.
• Experience with virtualization technologies, preferably Azure Virtual Desktop and Intune, is required.
• Knowledge of 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, Remote Desktop Services, Windows 10/11 Single and Multi-session.
• Proficiency in scripting languages, such as PowerShell or Python, to automate tasks and perform system configurations.
• 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.
• Passion for Microsoft technologies and enthusiasm for educating customers about them.

Preferred experience

• Previous support experience for cloud-based services or SaaS products.
• Familiarity with virtualization technologies such as VMware or Hyper-V.
• Knowledge of RDS, Citrix, Horizon, AVD, Windows 365, and Intune.
• Understanding of Active Directory, Group Policy, and identity management concepts.
• Certifications such as AZ-140, AZ-104, AZ-305, MD-102 are highly preferred.
• Experience working with or at a Managed Services Provider (MSP).

Benefits and Incentives

• Competitive base salary + incentive plan
• Stock options
• Health and welfare plans*
• Life and disability plans*
• Retirement plan*
• Unlimited flexible paid time off, including your birthday off!

* Benefits vary by country for international employees.

Nerdio is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, veteran status, disability, age, or other protected categories.

The pay range for this role is:

$120,000 - $140,000 USD per year (Remote, United States)