Job Summary
We are seeking a motivated and knowledgeable L2 VDI Support Specialist to assist in the day‑to‑day operations and support of our virtual desktop environment built on Azure Virtual Desktop (AVD) and VMWare VDIs hosted in Azure VMware Solution (AVS). This role provides escalated support for the Global Service Desk, performs routine administrative tasks, and helps maintain the stability and performance of our cloud‑based Virtual Desktop systems.
The ideal candidate has hands-on experience with Microsoft Azure and Windows-based technologies and is comfortable working in a structured, process-driven environment. This role collaborates closely with senior engineers but does not require deep architectural ownership.
Key Responsibilities
L2 Escalated Support
Handle L2 escalations from the Global Service Desk involving VDI access, performance issues, profile problems, and connectivity for AVD and Vmware VDI.
Perform troubleshooting following standard procedures and escalate to L3 engineers when necessary.
Support application delivery and user configuration issues across the VDI platform.
VDI Operations & Administration
Assist in the daily operation, monitoring, and maintenance of VDI host pools, session hosts, application groups, and workspaces.
Perform routine checks on virtual machines, patches, and session host health in both AVD and AVS environments.
Support User & VDI provisioning and access management activities through Azure, VMware, and Active Directory.
Golden Image & Update Support
Contribute to updating and maintaining Golden Images by applying patches, installing applications, and preparing images under L3/L4 guidance.
Perform validation testing before image deployment.
Monitoring & Performance Support
Monitor system dashboards and alerts to identify potential issues early.
Perform basic capacity and performance checks, reporting findings to senior engineers for review.
Security & Compliance Adherence
Follow established security practices and support compliance initiatives within the VDI environment.
Apply security updates to session hosts and virtual machines as directed.
Documentation
Maintain accurate documentation for troubleshooting steps, standard procedures, and user-facing knowledge articles.
Update internal support documentation as system changes occur.
Cross-team Collaboration
Work with GSD and other resolver teams to help coordinate issue resolution.
Support implementation tasks during infrastructure improvements or minor project-related changes under L3/L4 guidance.
Required Skills and Qualifications
Experience supporting virtual desktop environments, preferably Microsoft Azure Virtual Desktop (AVD).
Basic understanding of VMware VDI on Azure VMware Solution (AVS), including core concepts and virtual machine operations.
Working knowledge of Windows Server, Active Directory, DNS, and basic networking concepts.
Familiarity with Azure Portal, VMware Horizon Dashboard for basic administrative tasks.
Exposure to PowerShell or Azure CLI for simple commands (advanced scripting not required).
Strong troubleshooting and analytical skills for cloud-hosted systems.
Clear communication skills suitable for both technical and non‑technical users.
Certifications such as AZ‑900, MD‑102, or AZ‑104 are beneficial; AZ‑140 is a plus but not required.
