VDI Support Engineer

• Provide L2 support for VMware Horizon VDI, Azure Virtual Desktop (AVD), and Windows 365 environments.
• Manage and maintain VMware Horizon infrastructure, including desktop pools, golden images, user assignments, and application delivery.
• Perform VDI provisioning, image management, updates, and lifecycle management activities.
• Troubleshoot and resolve VDI-related incidents, including login issues, profile corruption, session disconnects, printing issues, and application performance problems.
• Monitor VDI environment health, performance, and capacity to ensure optimal end-user experience.
• Execute VM sizing, resource allocation, capacity planning, and performance optimization activities.
• Support VMware ESXi hosts, including firmware, BIOS, driver upgrades, maintenance mode activities, and cluster remediation.
• Assist with VMware Horizon upgrades, migrations, and infrastructure enhancement projects.
• Support Azure Virtual Desktop and Windows 365 environments, including host pool management, image deployment, user provisioning, and troubleshooting.
• Coordinate with SCCM, Intune, and Endpoint Management teams for application deployment, patching, compliance, and software distribution.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Participate in incident, problem, and change management activities in accordance with ITIL processes.
• Maintain technical documentation, operational procedures, and knowledge base articles.
• Collaborate with infrastructure, network, security, and application teams to resolve complex issues.
• Provide operational handover, status updates, and technical support during maintenance and project activities.
• Ensure service levels (SLAs) are achieved and customer satisfaction is maintained.

Experience

• 4-10 years of experience supporting VMware Horizon VDI environments.
• Hands-on experience with Azure Virtual Desktop (AVD) and/or Windows 365.
• Experience providing L2 support in enterprise virtual desktop environments.
• Experience supporting production environments and handling incident resolution, troubleshooting, and service requests.

Technical Skills

• Strong knowledge of VMware Horizon administration and troubleshooting.
• Experience managing golden images, desktop pools, user assignments, and application publishing.
• Good understanding of VMware vSphere, ESXi, vCenter, and virtual infrastructure concepts.
• Experience with Azure Virtual Desktop, Windows 365, and Microsoft Azure services.
• Knowledge of FSLogix profile management and user profile troubleshooting.
• Experience with Windows 10/11 administration and endpoint management.
• Familiarity with SCCM/MECM, Microsoft Intune, and application deployment processes.
• Understanding of Active Directory, Group Policy, DNS, DHCP, and networking fundamentals.
• Knowledge of performance tuning, capacity planning, and VDI monitoring tools.
• Basic PowerShell scripting skills for administration and automation tasks.

Preferred Qualifications

• VMware Certified Professional (VCP) certification.
• Microsoft Azure or Azure Virtual Desktop certifications.
• ITIL Foundation certification.

Key Competencies

• Strong troubleshooting and analytical skills.
• Ability to perform root cause analysis and problem resolution.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced support environment.
• Strong documentation and knowledge management practices.
• Team-oriented mindset with the ability to collaborate across technical teams.