Technical Support Professional

4 days ago

Tirupati, Andhra Pradesh, India beBeeSupport Full time ₹ 80,00,000 - ₹ 1,20,00,000
Job Title: Support Specialist - Horizon VDI

The primary role of the Support Specialist is to provide technical assistance and support for the VMware Horizon VDI platform. This involves resolving end-user issues, maintaining golden images, deploying new desktop pools, and collaborating with infrastructure teams.

Key Responsibilities:
  • Provide Level 1-3 support for Horizon VDI user issues, including session performance, access, printing, and profile-related incidents.
  • Create, maintain, and update golden images for various user groups, including application packaging, patching, and configuration.
  • Validate and troubleshoot application functionality within VDI sessions in partnership with application owners.
  • Manage desktop pools in Horizon Administrator/Console, including both persistent and non-persistent configurations.
  • Perform root cause analysis for recurring issues and implement permanent fixes.
  • Maintain user entitlement mappings and access to appropriate VDI pools.
  • Monitor system health and generate reports on performance, usage, and capacity.
  • Test and implement updates, patches, and version upgrades to Horizon components and base images.
  • Collaborate with the Infrastructure team on escalations related to networking, storage, or host-level issues.
Requirements:
  • 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).
  • 2+ years in IT support roles with at least 1 year supporting VDI environments.
  • Experience supporting VMware Horizon View (7.x or 8.x), including Connection Server, Composer, and Agent.
  • Experience with Windows desktop OS (Windows 10/11), Active Directory, and group policies.
  • Proficiency with tools like Horizon Administrator/Console, vSphere Client, and basic PowerShell scripting.
Preferred Qualifications:
  • 3+ years supporting end-user computing or VDI in enterprise environments.
  • Deep experience creating and maintaining golden images, including app installs, optimizations, and Windows updates.
  • Familiarity with application packaging and troubleshooting app behavior in virtual environments.
  • Experience deploying and managing desktop pools, including automated, linked clone, or instant clone pools.
  • Working knowledge of FSLogix, profile redirection, and user data management.
  • Experience integrating VDI with multi-factor authentication, antivirus, and DLP tools.
  • Familiarity with Jira or similar ticketing and ITSM platforms.
  • Experience collaborating with infrastructure teams on networking, DNS, storage, and security configurations for VDI.

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