- Provide L2/L3 support for Azure Virtual Desktop (AVD) environments, ensuring high availability, performance, and end-user satisfaction.
- Manage and maintain AVD infrastructure, including Host Pools, Session Hosts, Workspaces, Application Groups, and User Assignments.
- Perform provisioning, deployment, and lifecycle management of AVD session hosts and images.
- Manage and maintain golden images, image updates, application integration, and optimization activities.
- Troubleshoot and resolve AVD-related incidents, including login failures, profile issues, session disconnects, FSLogix errors, application performance issues, printer mapping, and connectivity problems.
- Monitor AVD environment health, user sessions, resource utilization, and performance metrics.
- Perform capacity management and recommend scaling actions to optimize user experience and infrastructure costs.
- Support Windows 10/11 Enterprise Multi-Session and Windows 365 environments where applicable.
- Manage FSLogix profile containers and troubleshoot profile management issues.
- Coordinate with Azure, Networking, Security, Identity, SCCM, and Intune teams to resolve infrastructure and endpoint-related issues.
- Assist with Azure Virtual Desktop upgrades, migrations, image refreshes, and modernization initiatives.
- Support application deployment, patching, compliance, and endpoint management activities through Intune and SCCM.
- Participate in incident, problem, and change management processes following ITIL best practices.
- Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
- Maintain operational documentation, runbooks, standard operating procedures (SOPs), and knowledge base articles.
- Generate operational reports, service health dashboards, and capacity utilization reports.
- Support business continuity, DR testing, and platform maintenance activities.
- Ensure SLA compliance and provide timely communication during incidents and service requests.
Education
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
Experience
- 5–12 years of experience supporting Virtual Desktop Infrastructure (VDI) environments.
- 3-4+ years of hands-on experience with Azure Virtual Desktop (AVD).
- Experience supporting enterprise-scale Azure and End User Computing environments.
- Experience in production support, incident management, and troubleshooting activities.
Technical Skills
- Strong hands-on experience with Azure Virtual Desktop (AVD).
- Experience managing Host Pools, Session Hosts, Workspaces, Application Groups, and User Assignments.
- Knowledge of FSLogix profile management and troubleshooting.
- Experience with Windows 10/11 Enterprise Multi-Session and Windows 365.
- Strong understanding of Microsoft Azure services, including:
- Azure Virtual Machines
- Azure Storage
- Azure Networking
- Azure Monitor
- Azure Backup
- Azure Compute Services
- Experience with Microsoft Intune, Endpoint Management, and Application Deployment.
- Familiarity with SCCM/MECM, patch management, and software distribution processes.
- Strong knowledge of Active Directory, Entra ID (Azure AD), Group Policy, DNS, DHCP, and identity services.
- Experience troubleshooting performance, profile, authentication, and connectivity issues.
- Working knowledge of Azure security and role-based access controls (RBAC).
- Basic PowerShell scripting skills for automation and administration.
- Understanding of virtualization, VDI concepts, and Microsoft Modern Workplace technologies.
Preferred Qualifications
- Microsoft Certified: Azure Virtual Desktop Specialty.
- Microsoft Azure Administrator Associate (AZ-104).
- Microsoft Modern Desktop Administrator or Endpoint Administrator certifications.
- ITIL Foundation Certification.
- Experience supporting VMware Horizon or Citrix environments is an added advantage.
Key Competencies
- Strong troubleshooting and analytical skills.
- Excellent customer service and end-user support capabilities.
- Ability to diagnose and resolve complex infrastructure and desktop issues.
- Strong communication and stakeholder management skills.
- Ability to prioritize and manage multiple incidents and requests simultaneously.
- Attention to detail and documentation discipline.
- Team-oriented mindset with a focus on operational excellence and continuous improvement.