Job Description
Job Title: AWS and Application Virtualization Engineer Location: 100%
Remote Job Employment Type: Full-Time Position
Key Responsibilities Escalation Management: • Provide rapid response to escalated technical issues, aiming to acknowledge and provide initial support within 30 minutes • Strive to resolve 90% of escalated issues within 48 hours • Efficiently escalate unresolved issues to appropriate teams with clear documentation • Provide initial on-call escalation support for critical infrastructure issues as needed, following established escalation procedures.
Seasonal Onboarding Support: • Provide dedicated technical support for onboarding a large number of seasonal employees during the tax season, ensuring their smooth transition into the Intuit technology environment • Focus on resolving issues related to the Secure Browser, endpoint setup, and access to necessary applications for seasonal employees Onboarding Support (Ongoing): • Provide ongoing technical support for onboarding classes ranging from 4,000 to 16,000 users throughout the year, focusing on resolving issues related to the Secure Browser Technical Expertise: • Assist in the redesign of the Intuit technology stack to ensure seamless integration with cloud PCs and the Secure Browser • Provide comprehensive support for application, operating system, and hardware issues encountered by the Live Expert community, including seasonal employees • Maintain a strong understanding of critical infrastructure systems supporting Live Experts, cloud PCs, and the Secure Browser, contributing to their improvement and maintenance Endpoint Management: • Install, configure, upgrade, maintain, and troubleshoot physical and virtual endpoints (including AWS Workspaces) for both permanent and seasonal employees • Develop and maintain comprehensive documentation for device configurations, procedures, and technical specifications Incident Resolution: • Effectively troubleshoot and resolve incidents, escalating when necessary • Develop and maintain standards and operational documentation for physical and virtual environments Customer Service: • Respond promptly and professionally to customer inquiries and concerns from all users, including seasonal employees • Build and maintain strong relationships with customers, focusing on exceeding expectations in terms of service delivery, quality, responsiveness, and problem-solving
Remote
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