Virtual Desktop Support Engineer

2 days ago

Varanasi, Uttar Pradesh, India beBeeSupport Full time US$ 90,000 - US$ 1,20,000
Technical Support Specialist

This role requires a skilled and knowledgeable technical professional to provide level 1-3 support for Horizon VDI user issues, including session performance, access, printing, and profile-related incidents.

The ideal candidate will have experience in IT support roles with at least 1 year supporting VDI environments, and will be proficient in tools like Horizon Administrator/Console, vSphere Client, and basic PowerShell scripting.

In this position, you will be responsible for resolving end-user VDI issues, maintaining golden images, deploying new desktop pools, and working with application teams to ensure seamless virtual desktop functionality.

  • Key Responsibilities:
  • Create, maintain, and update golden images for various user groups, including application packaging, patching, and configuration
  • Provide Level 1–3 support for Horizon VDI user issues, including session performance, access, printing, and profile-related incidents
  • Validate and troubleshoot application functionality within VDI sessions in partnership with application owners
  • Create and manage desktop pools in Horizon Administrator/Console, including both persistent and non-persistent configurations
  • 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
  • Document standard operating procedures, troubleshooting steps, and FAQs for internal knowledgebase
  • Coordinate UAT testing for new images or configurations with business stakeholders
  • Participate in change management and implementation planning for VDI-related initiatives

Required Skills and Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field
  • 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
  • Proficiency with tools like Horizon Administrator/Console, vSphere Client, and basic PowerShell scripting

Preferred Experience:

  • 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

About the Role:

We are seeking a dedicated and customer-focused Technical Support Specialist to join our team. The successful candidate will have excellent problem-solving skills, be able to work independently, and have a strong understanding of VMware Horizon VDI technologies.

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