Senior Support Engineer – Enterprise

At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. 

We are looking for a client-facing Support Engineer with strong technical depth and excellent communication skills. In this role, you will serve as a trusted resource for IT professionals and administrators using the Nerdio platform—helping them get the most out of Azure Virtual Desktop, Windows 365, Microsoft Intune, and related Microsoft cloud technologies. This is a software and platform support role: you will be engaging with technically proficient customers, not end users, and your success will be measured by the quality, accuracy, and speed of your resolutions.

• 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.

• 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; Linux familiarity is a plus.
• 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.

• Prior experience with the Nerdio platform (NME or NMM) is a significant advantage.
• 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).