Job Description

Role & responsibilities We are seeking a L2 Operations and Administration Engineer specializing in Desktop as a Service (DaaS) to support, maintain, and optimize virtual desktop environments for enterprise users. The ideal candidate will have expertise in VDI solutions such as Azure Virtual Desktop (AVD), Amazon WorkSpaces, Citrix DaaS, or VMware Horizon, ensuring high availability, security, and seamless user experience. This role involves handling L2 escalations, troubleshooting performance issues, managing desktop images, and optimizing user policies while working closely with L1 support and L3 engineers for advanced issue resolution. Major Duties & Responsibilities: DaaS Administration & Support: Manage and support DaaS environments (AVD, Amazon WorkSpaces, Citrix DaaS, VMware Horizon, etc.). Troubleshoot VDI performance issues, connectivity problems, and user access failures. Monitor and maintain virtual desktops, session hosts, and underlying infrastructure. Implement and enforce desktop security policies, including MFA, conditional access, and compliance settings. User Profile & Access Management: Manage user profiles, FSLogix, roaming profiles, and group policies (GPOs). Handle user access issues, SSO integration, and authentication problems. Configure and troubleshoot multi-session desktops and persistent/non-persistent desktops. Desktop Image & Application Management: Maintain and optimize golden images for virtual desktops. Deploy and update applications, patches, and OS updates across DaaS environments. Ensure image consistency, compliance, and performance tuning. Incident, Problem & Change Management (L2 Support): Respond to L2 escalations related to desktop performance, access issues, and system errors. Perform root cause analysis (RCA) for recurring VDI-related incidents. Implement fixes, patches, and performance optimizations in collaboration with L3 teams. Follow ITIL best practices for Incident, Problem, and Change Management. Monitoring & Performance Optimization: Use monitoring tools (Azure Monitor, AWS CloudWatch, Citrix Director, VMware vRealize, etc.) for health checks and alerts. Analyze resource utilization (CPU, RAM, disk, network) and optimize VDI performance. Proactively identify and resolve latency, session disconnections, and logon delays. Security & Compliance: Ensure compliance with ISO 27001, GDPR, HIPAA, and enterprise security policies. Configure firewall rules, session timeout policies, and endpoint security. Support data protection strategies, including backup, recovery, and encryption. Automation & Scripting: Develop and use PowerShell, Terraform, or automation scripts for user provisioning and policy enforcement. Automate desktop deployment, patch management, and performance monitoring. Documentation & Knowledge Sharing: Maintain SOPs, runbooks, troubleshooting guides, and technical documentation. Conduct knowledge-sharing sessions for L1 engineers to improve first-line resolution. Preferred candidate profile Bachelors degree in Computer Science, IT, or related field (or equivalent experience). 3-5 years of experience in DaaS/VDI administration and support. Experience with Azure Virtual Desktop (AVD), Amazon WorkSpaces, Citrix DaaS, or VMware Horizon. Strong knowledge of Windows Server (2016/2019/2022), Active Directory, and Group Policies. Familiarity with FSLogix, user profile management, and application layering. Experience with PowerShell scripting for automation and troubleshooting. Understanding of networking concepts (VPN, RDP, Citrix HDX, VMware Blast). Preferred candidate Notice period -30 days or serving notice / negotiable notice 30 days Candidate with below experience will be preferred Experience in Azure Virtual Desktop, OR Any of these - Amazon WorkSpaces, Citrix DaaS or VMware Horizon. Cloud Experience - Azure /AWS SSO Powershell Windows Server Active Directory AD Experience in creating VDI in Cloud Platforms