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.