Job Description
Our VDI service is based on cloud, compute, networking, identity and security offerings that form a digital foundation to power a new equation for our clients needs.
We are currently seeking candidates who can provide all aspects of support and management of our cloud hosted VDI infrastructure. If you are seeking an exciting career with the scope to grow your skills through major change on a global scale, then company will empower you to do so.
Roles & Responsibilities
• Provide response and resolution for service requests and incidents according to SLA KPIs
• Identify patterns and prevent happening of mass scale issues
• Create, maintain and perform regular service maintenance procedures (patching, upgrades, unused device cleanup etc.)
• Create and maintain configurations, policies and groups in the system - follow the naming convention and rules defined by the architects
• Follow company’s ITIL procedures - Service Request and Incident Management, Change Control, Problem, Major Incident management etc.
• Deliver and follow internal SOPs as part of the Service Runbook
• Lead AVD / W365 troubleshooting and problem resolution from a technical perspective during major incidents. Follow related procedures and documentation due diligence. Take ownership of complex technical matters as required.
• Participate and provide technical expertise and support for AVD / W365 related projects
• Cooperate with fellow team members about cross functional issues / engage vendors as necessary
• Bear overall responsibility for uptime, performance and capacity of the system - establish regular monitoring for these items. Implement and respond to alerts from automated monitoring of the AVD / W365 VDI infrastructure
• Maintain AVD / W365 features, capabilities and services
• Create and maintain KB articles for 1st level support / 2nd level engineering team
• Build and maintain relationships with key stakeholders and service customers
• Identify cases that require further technical escalation or that strategically shall be escalated to leadership for awareness.
• Provide an outstanding technical support experience in a team environment
• Communicate well as a service oriented professional
Required skills and technical knowledge
Demonstrates extensive level abilities and/or proven record of success in the following areas
• Team engagement, leading projects and steering operational tasks ensuring timely and quality service operations delivery
• Virtual Desktop Operations experience supporting a medium / large scale deployments
• Working knowledge of Group Policy Management, DNS and Active Directory including Sites and Services
• Demonstrated ability to troubleshoot Azure cloud infrastructure and platform services
• Experience with Azure fundamentals and infrastructure networking within the cloud
Advantages
• Experience with Azure Virtual Desktop / W365 / Azure DevOps / Azure Image Builder / Powershell scripting
• Windows 10 and 11 OS and multi-session
• Working knowledge of process automation - KPA
• Preferred Qualifications
• ITIL 4 Certification, along with process knowledge on Incident Management, Problem Management and Service Management.
• Certified AVD Admin/AVD Specialist
• Bachelor of Computer Science preferred
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Employment Type: OTHER