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Introduction:

The VDI Desktop Support Technician would need to have at least 6 years of experience. This Candidate will be involved in delivering and supporting a technical solution for VMware VDI technologies and requires someone who has expertise in setting up, configuring, deploying and support VDI throughout the enterprise. Vmware Horizon View expertise is must. The VDI Specialist provides operational and end user support for the VDI environment and participates in the development and implementation of operational procedures and standards.

Responsibilities:

- Defines the Windows desktop images standards, deployment methods and use of supporting tools and technologies: Infrastructure – storage, networking, servers, load balancing, etc.; Anti-virus and Profile management.

- User experience monitoring, Single sign on, Performance troubleshooting, Endpoint management (thin clients, mobile devices, PCs, etc.).

- Application deployment and virtualization.

- Meets key performance indicators for infrastructure, user experience, applications, storage, servers, and network components related to VDI, escalating outcomes appropriately.

- Identifies issues proactively using required tools.

- Works on automating system procedures and processes to evolve the technology in the organization.

- Works in ticketing system to solve escalated issues.

- Contributes to knowledge base for troubleshooting and maintaining the environment.

- Provides documentation, processes and technical training to service desk and administrator level team members.

- Contributes to on call escalation support 24x7 per team schedule.

- Performs scheduled night/weekend work as required due to environmental constraints.

- Providing operational support for Active Directory and related network support equipment to ensure changes and maintenance did not interrupt service to the customers.

- Responsible for the analysis, administration and support of thin clients, virtual and physical desktops.

- Develop and maintain O&S Standard Operating Procedures for VDI Environment.

- Diagnoses and troubleshoots problems with PCs, software, communications devices within established procedures, responds to End User requests for technical support and assistance.

- Provide support and assistance to System Administrator(s), Network Engineer(s) and Telecommunications Systems staff in the delivery of End User support and Systems Maintenance.

Requirements:

• Technical degree holder with minimum of 6 years IT experience, at least 3 years of IT Infrastructure experience.
• Must have proven technical experience of working in a complex IT infrastructure environment.
• Ability to listen and articulate ideas verbally, and in the written form, to a broad range of audiences; ability to ask probing questions and deliver technical internal presentations.
• Ability to work well with others and as part of a technical team.
• Well-developed analytical, problem-solving, decision-making, and critical thinking skills, leveraging both logic and creativity; strong troubleshooting and root cause analysis skills; ability to identify patterns and generate informed ideas.
• Focus on the business and end user’s needs; ability to set expectations and understand end user behavior.
• Ability and willingness to proactively accept, and drive, change to accomplish positive outcomes.
• Ability to understand strategy and align tactical and strategic work in a well-balanced way.
• Must have knowledge of how to lever technology to reduce operational costs and delivery business innovation in a fast moving and dynamic industry sector.
• Professional competency in at least one technical specialization, with broad understanding of other current and emerging technologies.