AWS and Application Virtualization Engineer- Full Time role

Exp: 12+ years

No C2C

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
Deliverables
1. Escalation resolution: Target acknowledging escalations within 30 minutes and strive to resolve 90% within 48 hours
2. Successful seasonal onboarding: Ensure a smooth and efficient onboarding experience for seasonal employees during the
tax season, minimizing disruption to their productivity
3. Successful ongoing onboarding support: Ensure smooth onboarding experiences for large user groups transitioning
to the Secure Browser throughout the year
4. Improved technology stack: Contribute to the successful redesign of the Intuit technology stack for optimal performance
with cloud PCs and the Secure Browser
5. Enhanced end-user support: Provide effective and timely technical assistance to the Live Expert community,
including seasonal employees
6. Stable and optimized infrastructure: Contribute to the maintenance and improvement of critical infrastructure
supporting Live Experts, cloud PCs, and the Secure Browser, especially during peak usage periods
7. Comprehensive documentation: Create and maintain up-to-date documentation for endpoint configurations,
procedures, and technical standards