Horizon VDI Support Specialist

Job Title: Horizon VDI Support SpecialistLocation: India (Remote)Job Description:Need someone who will serve as the primary technical resource for supporting and maintaining the VMware Horizon VDI platform across all levels of the support model (Level 1 to Level 3).The role will involve resolving end-user VDI issues, maintaining golden images, deploying new desktop pools, and working with application teams to ensure seamless virtual desktop functionality.The ideal candidate will work closely with infrastructure, security, and application teams to ensure optimal performance, usability, and security.Key ResponsibilitiesProvide Level 1–3 support for Horizon VDI user issues, including session performance, access, printing, and profile-related incidentsCreate, maintain, and update golden images for various user groups, including application packaging, patching, and configurationValidate and troubleshoot application functionality within VDI sessions in partnership with application ownersCreate and manage desktop pools in Horizon Administrator/Console, including both persistent and non- persistent configurationsPerform root cause analysis for recurring issues and implement permanent fixesMaintain user entitlement mappings and access to appropriate VDI poolsMonitor system health and generate reports on performance, usage, and capacityTest and implement updates, patches, and version upgrades to Horizon components and base imagesCollaborate with the Infrastructure team on escalations related to networking, storage, or host-level issuesDocument standard operating procedures, troubleshooting steps, and FAQs for internal knowledgebaseCoordinate UAT testing for new images or configurations with business stakeholdersParticipate in change management and implementation planning for VDI-related initiativesSupport onboarding and training for new users accessing the VDI environmentEducation:Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.Preferred Certification(s): VMware Certified Professional – Desktop and Mobility (VCP-DTM).Required Experience:2+ years in IT support roles with at least 1 year supporting VDI environmentsExperience supporting VMware Horizon View (7.x or 8.x), including Connection Server, Composer, and AgentExperience with Windows desktop OS (Windows 10/11), Active Directory, and group policiesProficiency with tools like Horizon Administrator/Console, vSphere Client, and basic PowerShell scriptingPreferred Experience:3+ years supporting end-user computing or VDI in enterprise environmentsDeep experience creating and maintaining golden images including app installs, optimizations, and Windows updatesFamiliarity with application packaging and troubleshooting app behavior in virtual environmentsExperience deploying and managing desktop pools, including automated, linked clone, or instant clone poolsWorking knowledge of FSLogix, profile redirection, and user data managementExperience integrating VDI with multi-factor authentication, antivirus, and DLP toolsFamiliarity with Jira or similar ticketing and ITSM platformsExperience collaborating with infrastructure teams on networking, DNS, storage, and security configurations for VDIKnowledge of monitoring tools (e.g., Horizon Help Desk Tool, vRealize Operations, ControlUp)Certifications such as VMware VCP-DTM, ITIL Foundation, or CompTIA A+ are highly desirable