AVD Support Engineer

• Provide L2/L3 support for Azure Virtual Desktop (AVD) environments, ensuring high availability, performance, and end-user satisfaction.
• Manage and maintain AVD infrastructure, including Host Pools, Session Hosts, Workspaces, Application Groups, and User Assignments.
• Perform provisioning, deployment, and lifecycle management of AVD session hosts and images.
• Manage and maintain golden images, image updates, application integration, and optimization activities.
• Troubleshoot and resolve AVD-related incidents, including login failures, profile issues, session disconnects, FSLogix errors, application performance issues, printer mapping, and connectivity problems.
• Monitor AVD environment health, user sessions, resource utilization, and performance metrics.
• Perform capacity management and recommend scaling actions to optimize user experience and infrastructure costs.
• Support Windows 10/11 Enterprise Multi-Session and Windows 365 environments where applicable.
• Manage FSLogix profile containers and troubleshoot profile management issues.
• Coordinate with Azure, Networking, Security, Identity, SCCM, and Intune teams to resolve infrastructure and endpoint-related issues.
• Assist with Azure Virtual Desktop upgrades, migrations, image refreshes, and modernization initiatives.
• Support application deployment, patching, compliance, and endpoint management activities through Intune and SCCM.
• Participate in incident, problem, and change management processes following ITIL best practices.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Maintain operational documentation, runbooks, standard operating procedures (SOPs), and knowledge base articles.
• Generate operational reports, service health dashboards, and capacity utilization reports.
• Support business continuity, DR testing, and platform maintenance activities.
• Ensure SLA compliance and provide timely communication during incidents and service requests.

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Experience

• 5–12 years of experience supporting Virtual Desktop Infrastructure (VDI) environments.
• 3-4+ years of hands-on experience with Azure Virtual Desktop (AVD).
• Experience supporting enterprise-scale Azure and End User Computing environments.
• Experience in production support, incident management, and troubleshooting activities.

Technical Skills

• Strong hands-on experience with Azure Virtual Desktop (AVD).
• Experience managing Host Pools, Session Hosts, Workspaces, Application Groups, and User Assignments.
• Knowledge of FSLogix profile management and troubleshooting.
• Experience with Windows 10/11 Enterprise Multi-Session and Windows 365.
• Strong understanding of Microsoft Azure services, including:
  • Azure Virtual Machines
  • Azure Storage
  • Azure Networking
  • Azure Monitor
  • Azure Backup
  • Azure Compute Services
• Experience with Microsoft Intune, Endpoint Management, and Application Deployment.
• Familiarity with SCCM/MECM, patch management, and software distribution processes.
• Strong knowledge of Active Directory, Entra ID (Azure AD), Group Policy, DNS, DHCP, and identity services.
• Experience troubleshooting performance, profile, authentication, and connectivity issues.
• Working knowledge of Azure security and role-based access controls (RBAC).
• Basic PowerShell scripting skills for automation and administration.
• Understanding of virtualization, VDI concepts, and Microsoft Modern Workplace technologies.

Preferred Qualifications

• Microsoft Certified: Azure Virtual Desktop Specialty.
• Microsoft Azure Administrator Associate (AZ-104).
• Microsoft Modern Desktop Administrator or Endpoint Administrator certifications.
• ITIL Foundation Certification.
• Experience supporting VMware Horizon or Citrix environments is an added advantage.

Key Competencies

• Strong troubleshooting and analytical skills.
• Excellent customer service and end-user support capabilities.
• Ability to diagnose and resolve complex infrastructure and desktop issues.
• Strong communication and stakeholder management skills.
• Ability to prioritize and manage multiple incidents and requests simultaneously.
• Attention to detail and documentation discipline.
• Team-oriented mindset with a focus on operational excellence and continuous improvement.