1st Line Support Specialist

2 weeks ago

India Mastech Digital Full time

Job Title: Horizon VDI Support Specialist Location: India (Remote) 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. 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 Monitor system health and generate reports on performance, usage, and capacity Collaborate with the Infrastructure team on escalations related to networking, storage, or host-level issues Participate in change management and implementation planning for VDI-related initiatives Support onboarding and training for new users accessing the VDI environment Associate or Bachelor's degree in Computer Science, Information Technology, or a related field. Required Experience: ~2+ years in IT support roles with at least 1 year supporting VDI environments ~ Experience supporting VMware Horizon View (7.x), including Connection Server, Composer, and Agent ~ Experience with Windows desktop OS (Windows 10/11), Active Directory, and group policies ~ 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 ~ Working knowledge of FSLogix, profile redirection, and user data management ~ Experience integrating VDI with multi-factor authentication, antivirus, and DLP tools ~ 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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