VDI Support Engineer

Responsibilities

• Provide L2 support for VMware Horizon VDI, Azure Virtual Desktop (AVD), and Windows 365 environments.
• Manage and maintain VMware Horizon infrastructure, including desktop pools, golden images, user assignments, and application delivery.
• Perform VDI provisioning, image management, updates, and lifecycle management activities.
• Troubleshoot and resolve VDI-related incidents, including login issues, profile corruption, session disconnects, printing issues, and application performance problems.
• Monitor VDI environment health, performance, and capacity to ensure optimal end-user experience.
• Execute VM sizing, resource allocation, capacity planning, and performance optimization activities.
• Support VMware ESXi hosts, including firmware, BIOS, driver upgrades, maintenance mode activities, and cluster remediation.
• Assist with VMware Horizon upgrades, migrations, and infrastructure enhancement projects.
• Support Azure Virtual Desktop and Windows 365 environments, including host pool management, image deployment, user provisioning, and troubleshooting.
• Coordinate with SCCM, Intune, and Endpoint Management teams for application deployment, patching, compliance, and software distribution.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Participate in incident, problem, and change management activities in accordance with ITIL processes.
• Maintain technical documentation, operational procedures, and knowledge base articles.
• Collaborate with infrastructure, network, security, and application teams to resolve complex issues.
• Provide operational handover, status updates, and technical support during maintenance and project activities.
• Ensure service levels (SLAs) are achieved and customer satisfaction is maintained.
  
  

Experience

QUALIFICATIONS

• 4–10 years of experience supporting VMware Horizon VDI environments.
• Hands-on experience with Azure Virtual Desktop (AVD) and/or Windows 365.
• Experience providing L2 support in enterprise virtual desktop environments.
• Experience supporting production environments and handling incident resolution, troubleshooting, and service requests.
  
  

Technical Skills

• Strong knowledge of VMware Horizon administration and troubleshooting.
• Experience managing golden images, desktop pools, user assignments, and application publishing.
• Good understanding of VMware vSphere, ESXi, vCenter, and virtual infrastructure concepts.
• Experience with Azure Virtual Desktop, Windows 365, and Microsoft Azure services.
• Knowledge of FSLogix profile management and user profile troubleshooting.
• Experience with Windows 10/11 administration and endpoint management.
• Familiarity with SCCM/MECM, Microsoft Intune, and application deployment processes.
• Understanding of Active Directory, Group Policy, DNS, DHCP, and networking fundamentals.
• Knowledge of performance tuning, capacity planning, and VDI monitoring tools.
• Basic PowerShell scripting skills for administration and automation tasks.
  
  

Preferred Qualifications

• VMware Certified Professional (VCP) certification.
• Microsoft Azure or Azure Virtual Desktop certifications.
• ITIL Foundation certification.
  
  

Key Competencies

• Strong troubleshooting and analytical skills.
• Ability to perform root cause analysis and problem resolution.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced support environment.
• Strong documentation and knowledge management practices.
• Team-oriented mindset with the ability to collaborate across technical teams.
  
  

About Us

At Zensar, we're experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.