MSP Escalation Engineer

Job Description:

What you'll do

• Deploy AVD Environments: 
• • Aid in deploying AVD environments using Nerdio Manager, following established processes and best practices.
  • Collaborate with clients and partners to gather requirements, assess infrastructure needs, and execute AVD deployments.
  • Technical assistance for customer pre-sale and onboarding. 
• Customer Support: 
• • Provide technical support via screenshare session and assistance to customers. throughout their AVD/Intune deployment, from pre-sale to onboarding and beyond.
  • Serve as an escalation resource for our in scope support team.
  • Respond to inquiries, resolve issues, and ensure customer satisfaction by delivering timely and effective solutions. 
• Technical Expertise: 
• • Demonstrate proficiency in Modern Work, Intune, FSLogix, AVD and Active Directory (AAD, 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.
• Collaboration and Communication: 
• • Collaborate with cross-functional teams, including internal and external partners, to ensure successful AVD and Modern Work deployments and support.
  • 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 Multisession.
• 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.
• Love Microsoft technologies and thrive speaking/educating with customers about them.

Preferred experience

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

Benefits and Incentives

• Competitive Base + 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.