Top 3 Daily Responsibilities: Managing support cases Troubleshoot product issues Develop and deliver product presentations to customers and internal teams Mandatory Skills/Experience: Experience with VDI and windows technologies: AD, ADFS,RDS, Windows networking. Citrix, Horizon or comparable VDI/DaaS product Experience with Linux systems: shell command lines, File system, application install Experience with Identity systems: Okta, Ping, SAML, oAUTH, OpenID, AzureAD, SAML, OIDC Network Diagnostics, Identity Management, Identity Management LDAP, Wireless Local Area Network, Authentication, Technical Sales, Presentation Skills, Sales, Cross-Functional Collaboration, Executive Audiences, Business Communication Skills Application program interface (API) development Knowledge of computing interfaces exposed by a particular software program, library, operating system or internet service, to allow third parties to use the functionality of that software application. Business concepts Knowledge of key concepts in a particular domain and industry trends, terminology, best practices and the ability to provide the business rationale behind things that have been implemented, and extrapolate knowledge to varied hypothetical situations. Customer focus Knowledge of common customer interaction techniques/solutions, software support concepts, and the ability to understand business pain points. Debugging and troubleshooting Ability to identify and triage technical issues (e.g., hardware, software, application, operational, process), including the ability to leverage debugging tools to isolate the source of the problem. Domain-specific knowledge and skills Ability to develop, understand, and apply domain-specific technical knowledge to complete assigned work, tasks, and support others in the organization. Virtualization Cloud Services Windows system admin linux system admin Identity systems (AD, Azure, Client , SAML) Efficacy Ability to produce results by translating ideas into action and identify and resolve problems with/without guidance. System integration design Ability to comprehend integration patterns and identify problem constraints like type of data, source, target interfaces, tech stack, data volume, required frequency, required latency, and ETL needs. Technical communication Ability to provide technical clarity through excellent written communication (e.g., writing clear and succinct privacy design docs, effectively using email to move a technical thread forward), and documentation that can direct efforts of engineering teams or other technical teams (e.g., feature request filed on a product/eng system, describing how data will be stored and processed). Desired Skills/Experience/Education: Bachelor's degree is preferred but not required Strong technical customer support background Skill Name Level (1-5, 5 being the highest) Years Mandatory(Yes/No) 1 2 3 4 5 Technical support ticketing system 5 0-3 Years Yes familiarity with support ticketing systems VDI infrastructure 5 0-3 Years Yes knowledge of vdi systems such as Cameyo, citrix or horizon Window domain system 5 0-3 Years Yes knowledge of Active Directory, Entra ID Enterprise customer engagements 5 0-3 Years Yes experience working with enterprise customers As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.