• 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 • 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.