Azure Virtual Desktop (AVD) L2 Support Engineer

CSM International LLC is seeking an Azure Virtual Desktop (AVD) L2 Support Engineer for our Operations Center team based out of Manila, Philippines.

This is a full-time remote role for an Azure Virtual Desktop (AVD) L2 Support Engineer. The AVD L2 Support Engineer will be responsible for providing technical support, troubleshooting, and customer service. Day-to-day tasks include managing and resolving support tickets, aiding customers with system issues, maintaining the AVD environment, and ensuring system functionality meets business needs.

Azure Virtual Desktop (AVD) L2 Support Engineer will work closely with other IT Support team such as Network, Application, and Back-end Teams to support product troubleshooting, installations, customizations, and deployments as needed.

This will be a shifting schedule and off-shift coverage may be required for on-call support of systems and maintenance work in supported change windows.

Qualifications

  • Experience in in-depth AVD and M365 Troubleshooting and Technical Support
  • First point of contact receiving incoming calls, email or chat from the end-users covering all aspects of Windows computer hardware/software.R
  • Research, resolve, and respond to questions received via telephone calls, emails, in person and voicemails in a timely manner (SLA), in accordance with standards.
  • Utilize ticketing system to document each call verifying customer information and detailing all troubleshooting steps used in attempted resolution.
  • Monitor ticket queues and follow up with end users and other resolver teams until tickets closed
  • Proficient in Customer Support and Customer Service
  • Knowledge of Windows Operating Systems
  • Strong communication and interpersonal skills
  • Ability to work independently in a remote setting
  • Certifications in relevant technologies (e.g., Microsoft Azure) are a plus
  • Bachelor's degree in Information Technology, Computer Science, or related field
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