Job Description

Job Summary

Design, implement, and maintain a scalable and secure VMware VDI environment.\\r\\n• VMware Horizon View Management: Design, deploy, and maintain VMware Horizon View infrastructure.\\r\\n• Manage virtual desktops, pools, and connection servers for optimal performance.\\r\\n• Monitor and optimize virtual desktop pools for performance and end-user experience.\\r\\n• Proactively identify trends and root causes of incidents, managing adverse events from identification to \\r\\nresolution.\\r\\n• Plan, test, schedule, and coordinate system upgrades and modifications.\\r\\n• Perform analysis and support capacity planning to maintain a stable performance environment.\\r\\n• Manage host pools, session hosts, and other AVD components.\\r\\n• Create and manage desktop images for VMware Horizon View and Azure Virtual Desktop\\r\\n• Implement optimizations for performance and resource efficiency.\\r\\n• Configure and manage user profiles in virtual desktop environments.\\r\\n• Implement and support profile solutions to ensure consistent user experiences.\\r\\n• Package and deploy applications using VMware App Volumes or equivalent technologies for AVD.\\r\\n• Ensure compatibility and performance of virtualized applications.\\r\\n• Ensure compliance with IT security policies and industry standards.\\r\\n• Performance Monitoring: Monitor the performance of virtual desktop environments and take proactive \\r\\nmeasures to optimize resource utilization.\\r\\n• Troubleshoot and resolve performance-related issues working in collaboration with support teams.\\r\\n• Provide support to end-users experiencing issues with virtual desktop access or applications.\\r\\n• Maintain accurate documentation of VMware Horizon View and AVD configurations, procedures, and best \\r\\npractices.

Key Responsibilities

1. Provide Advanced Technical Support For Citrix Virtual Desktops Essentials By Conducting Thorough Root Cause Analysis And Implementing Effective Solutions To Resolve Complex Incidents And Security Issues.
2. Adhere To Quality Standards And Regulatory Requirements While Ensuring Compliance With Company Policies During All Support Operations.
3. Collaborate With Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Enhancing The Overall Security Posture Of The Organization.
4. Engage In Value-Adding Activities, Including Updating And Managing The Knowledge Base, Training New Hires, And Coaching Analysts To Enhance Team Capabilities.
5. Drive Customer Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, And Effectively Mitigating Security Threats To Ensure A Positive Customer Experience.

Skill Requirements

1. Proficient In Citrix Virtual Desktops Essentials With Solid Troubleshooting Skills.
2. Strong Understanding Of Incident Management And Root Cause Analysis Principles.
3. Familiarity With Security Protocols And Best Practices In Virtual Desktop Environments.
4. Excellent Communication And Collaboration Skills, Enabling Effective Teamwork And Customer Interaction.
5. Ability To Work Independently And Manage Multiple Tasks To Meet Service Level Agreements.

Other Requirements

1. Optional But Valuable: Citrix Certified Associate Virtualization (Cca-V)
2. Optional But Valuable: Itil Foundation Certificatio