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
  
  

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