This role provides L2-L3 support for Azure Virtual Desktop users, troubleshooting issues and ensuring smooth operation in an enterprise environment.
We are hiring IT Support Analyst to support a Microsoft-based enterprise environment with a strong focus on Azure Virtual Desktop (AVD). This role supports a range of responsibilities typically associated with L1–L3 service desk environments, with actual scope aligned to individual experience and team needs.. This is a hands-on, supporting end users who work primarily through AVD, following defined processes and runbooks. Hands-on experience supporting AVD environments managed with Nerdio is required.
What You’ll Do- Provide L2-L3 support for users accessing systems via Azure Virtual Desktop (AVD)
- Troubleshoot login issues, session disconnects, performance problems, and application access
- Support local laptops used primarily for AVD connectivity
- Support Nerdio-managed AVD environments, including:
- Dynamic host pools
- Golden image updates (following runbooks)
- Software distribution to AVD hosts
- Support user access and devices via:
- Active Directory (AD)
- Microsoft Entra ID (Azure AD)
- Intune
- Provide operational support for:
- PrinterLogic
- Mimecast
- Zscaler
- Perform daily checks, follow change processes, and escalate issues when required
This role may be filled at different levels depending on experience. Some team members will focus on ticket resolution, while others may take on deeper troubleshooting, escalation support, or coordination responsibilities. Role level and scope will be discussed during the interview process.
Requirements
- Experience in Service Desk, IT Support, or Endpoint Support
- Hands-on experience supporting Azure Virtual Desktop (AVD)
- Experience working with Nerdio (mandatory)
- Strong Windows 10/11 troubleshooting skills
- Familiarity with Active Directory and user account management
- Comfortable working in structured, process-driven environments
- Strong written and spoken English
Benefits
- Fully remote
- Clear scope and expectations
- Hands-on experience with AVD and enterprise tools
- Opportunity to grow advance into leadership roles, while working with the brightest minds in the game
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