Help Desk Technician

2 days ago


Surat, Gujarat, India beBeeTechnical Full time ₹ 12,00,000 - ₹ 16,00,000

Job Description:

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We are seeking a dedicated and customer-focused Support Specialist to join our team. 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.

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Key Responsibilities:

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  • ">
  • 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">
  • Create and 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">
  • 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">
  • Support onboarding and training for new users accessing the VDI environment">
">

Required Experience:

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  • ">
  • 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 Experience:

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  • ">
  • 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">
  • Knowledge 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">
"],

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