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Support Engineer
Skills
Customer ServiceCustomer SupportDocumentationMicrosoft IntuneNetworkingTechnical SupportTicketing Systems
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ 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
- Familiarity with 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 and Linux distributions
- 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
Nice to have
- Support for cloud-based services or SaaS products
- Familiarity with virtualization technologies like VMware or Hyper-V
- Knowledge of Active Directory, Group Policy, and identity management
- Experience with ticketing systems like JIRA or ServiceNow
- Understanding of ITIL framework and best practices
- Certification in relevant technologies, such as Microsoft Azure or ITIL
Day to day
- Deploy 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.
- Provide technical support and troubleshooting assistance to customers throughout their AVD deployments and beyond. Respond to inquiries, resolve issues, and ensure customer satisfaction by delivering timely and effective solutions.
- Demonstrate proficiency in Intune, FSLogix, and Active Directory (AAD, Azure AD DS, AD DS) to address customer needs. Utilize excellent troubleshooting skills to identify and resolve technical issues, ensuring the smooth operation of AVD environments.
- Collaborate with cross-functional teams, including internal and external partners, to ensure successful AVD deployments and support. Conduct technical product demos and provide guidance to customers on the usage and capabilities of AVD.