VDI L3

About The Job:

• The VDI Administrator (L2) is responsible for managing, maintaining, and supporting the organization's Virtual Desktop Infrastructure environment.
• The role includes administration, troubleshooting, performance optimization, incident resolution, and ensuring high availability of VDI platforms such as Citrix Virtual Apps and Desktops, VMware Horizon, and Microsoft Azure Virtual Desktop (AVD).
• The administrator acts as an escalation point for L1 teams and ensures a seamless end-user experience.

Essential Job Functions:
VDI Administration

• Administer and maintain enterprise VDI infrastructure.
• Manage virtual desktop provisioning, deployment, and lifecycle management.
• Configure and support VDI pools, images, templates, and user profiles.
• Monitor desktop performance, availability, and resource utilization.
• Perform routine maintenance, upgrades, and patch management.

Incident & Problem Management

• Resolve complex VDI incidents escalated from L1 teams.
• Troubleshoot virtual desktop connectivity and login issues.
• Analyze and resolve performance bottlenecks affecting user experience.
• Perform Root Cause Analysis (RCA) for recurring incidents.
• Participate in major incident resolution activities.

User & Access Management

• Manage user access and permissions within the VDI environment.
• Support profile management technologies such as FSLogix, Citrix Profile Management, or VMware DEM.
• Troubleshoot authentication and access-related issues.
• Coordinate with Active Directory and Identity Management teams.

Infrastructure Support

• Support VDI-related servers, brokers, gateways, and connection services.
• Work closely with Server, Storage, Network, and Security teams.
• Monitor backend components impacting VDI services.
• Manage VDI capacity planning and resource allocation.

Change & Release Management

• Implement approved changes and configuration updates.
• Perform software deployments and image updates.
• Support VDI migration and enhancement projects.
• Participate in Disaster Recovery (DR) and Business Continuity planning.

Security & Compliance

• Ensure compliance with organizational security standards.
• Implement endpoint security and access control policies.
• Support vulnerability remediation and security audits.
• Maintain configuration and operational compliance.

Documentation & Reporting

• Maintain SOPs, knowledge articles, and operational runbooks.
• Prepare performance, capacity, and availability reports.
• Document system configurations and changes.

Additional Responsibilities

• Strong documentation and process adherence.
• Team collaboration and mentoring capabilities.

KPIs / Performance Metrics

• VDI Infrastructure Availability.
• Incident Resolution SLA Compliance.
• Mean Time to Resolution (MTTR).
• Virtual Desktop Login Success Rate.
• Platform Performance and User Experience Scores.
• Change Success Rate.
• Security & Compliance Adherence.
• Customer Satisfaction (CSAT).
• Documentation and Knowledge Base Contributions.

Qualifications:
Core Skills

• Experience with Citrix Virtual Apps & Desktops, VMware Horizon, or Azure Virtual Desktop (AVD).
• Strong knowledge of Windows Desktop and Windows Server Administration.
• Understanding of Active Directory, Group Policies, and DNS.
• Experience with virtual desktop provisioning and image management.
• Knowledge of profile management solutions (FSLogix, Citrix Profile Management, DEM).
• Understanding of virtualization technologies such as VMware vSphere or Hyper-V.

Additional Skills

• PowerShell scripting and automation.
• Understanding of Storage and Networking concepts.
• Experience with monitoring tools and performance tuning.
• Familiarity with Microsoft Intune and Endpoint Management.
• Knowledge of ITIL processes and ServiceNow/Remedy ticketing tools.

Educational Qualification

• Bachelor's Degree in Computer Science, Information Technology, or related field.

Preferred Certifications

• Citrix Certified Associate (CCA-V).
• VMware Certified Professional (VCP).
• Microsoft Azure Virtual Desktop Specialty.
• Microsoft Certified: Azure Administrator Associate.

Experience

• 3–5 years of experience in VDI Administration, Citrix Administration, VMware Horizon Administration, Azure Virtual Desktop, or End User Computing (EUC) support.

Key Competencies

• Strong troubleshooting and analytical skills.
• Excellent customer service orientation.
• Good communication and stakeholder management.
• Ability to work under pressure during major incidents.