Support Engineer – Enterprise

Nerdio simplifies IT management by helping organizations deploy, manage, and cost-optimize Microsoft cloud and end user computing technologies. The Support Engineer will provide client-facing technical support for the Nerdio platform, Azure Virtual Desktop, Windows 365, Microsoft Intune, and related Microsoft cloud technologies while guiding deployments and resolving complex customer issues.

Responsibilities:

• Guide customers through AVD environment deployments and Azure infrastructure setup using Nerdio Manager, drawing on practical experience with AVD deployments and Azure environment management
• Collaborate with enterprise customers and MSP partners to assess requirements, validate infrastructure readiness, and ensure deployments are completed in line with best practices
• Provide hands-on technical support for IT professionals and administrators across the full Nerdio platform, including Azure Virtual Desktop, Windows 365, and Microsoft Intune
• Ensure successful incident and problem resolution by responding to cases promptly, diagnosing root causes thoroughly, and delivering clear, effective solutions
• Apply in-depth knowledge of Microsoft Intune, FSLogix, networking, and Active Directory (Azure AD, Azure AD DS, AD DS) to resolve complex issues across customer environments
• Work cross-functionally with internal engineering and product teams to escalate, reproduce, and drive resolution of advanced platform issues
• Maintain current knowledge of Nerdio platform capabilities and Microsoft cloud technologies to advise customers accurately and confidently
• Build strong working relationships with IT administrators and technical stakeholders, communicating clearly and professionally throughout every engagement
• Deliver product guidance and technical walkthroughs that help customers maximize the value of their Nerdio deployment

Requirements:

• 2+ years in a technical support, systems administration, or cloud infrastructure role
• Demonstrated experience with Azure Virtual Desktop deployments or Azure environment management; equivalent experience with comparable virtualization platforms will be considered
• Working knowledge of Microsoft Intune and Microsoft 365 administration, including endpoint policy management and identity configuration
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, and firewall configuration
• Experience administering Windows Server environments
• Proficiency in PowerShell for automation, scripting, and system configuration tasks
• Strong analytical and troubleshooting skills, with a proven ability to diagnose and resolve technical issues in cloud and hybrid environments
• Excellent written and verbal communication skills, with the ability to engage effectively with IT professionals and convey technical information with clarity and precision
• Strong documentation discipline—able to record cases, resolutions, and best practices to a high standard
• Linux familiarity
• Prior experience with the Nerdio platform (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 (e.g., AZ-104 Azure Administrator, AZ-140 Azure Virtual Desktop Specialty, AZ-800/801 Windows Server Hybrid, or MD-102 Endpoint Administrator)