Zensar Technologies—AVD Support Engineer

Job description

Description: AVD Support Engineer Requirements: Education - Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Experience - 5–12 years of experience supporting Virtual Desktop Infrastructure (VDI) environments. - 3-4+ years of hands-on experience with Azure Virtual Desktop (AVD). - Experience supporting enterprise-scale Azure and End User Computing environments. - Experience in production support, incident management, and troubleshooting activities. Technical Skills - Strong hands-on experience with Azure Virtual Desktop (AVD). - Experience managing Host Pools, Session Hosts, Workspaces, Application Groups, and User Assignments. - Knowledge of FSLogix profile management and troubleshooting. - Experience with Windows 10/11 Enterprise Multi-Session and Windows 365. - Strong understanding of Microsoft Azure services, including: - Azure Virtual Machines - Azure Storage - Azure Networking - Azure Monitor - Azure Backup - Azure Compute Services - Experience with Microsoft Intune, Endpoint Management, and Application Deployment. - Familiarity with SCCM/MECM, patch management, and software distribution processes. - Strong knowledge of Active Directory, Entra ID (Azure AD), Group Policy, DNS, DHCP, and identity services. - Experience troubleshooting performance, profile, authentication, and connectivity issues. - Working knowledge of Azure security and role-based access controls (RBAC). - Basic PowerShell scripting skills for automation and administration. - Understanding of virtualization, VDI concepts, and Microsoft Modern Workplace technologies. Preferred Qualifications - Microsoft Certified: Azure Virtual Desktop Specialty. - Microsoft Azure Administrator Associate (AZ-104). - Microsoft Modern Desktop Administrator or Endpoint Administrator certifications. - ITIL Foundation Certification. - Experience supporting VMware Horizon or Citrix environments is an added advantage. Key Competencies - Strong troubleshooting and analytical skills. - Excellent customer service and end-user support capabilities. - Ability to diagnose and resolve complex infrastructure and desktop issues. - Strong communication and stakeholder management skills. - Ability to prioritize and manage multiple incidents and requests simultaneously. - Attention to detail and documentation discipline. - Team-oriented mindset with a focus on operational excellence and continuous improvement. Responsibilities: - Provide L2/L3 support for Azure Virtual Desktop (AVD) environments, ensuring high availability, performance, and end-user satisfaction. - Manage and maintain AVD infrastructure, including Host Pools, Session Hosts, Workspaces, Application Groups, and User Assignments. - Perform provisioning, deployment, and lifecycle management of AVD session hosts and images. - Manage and maintain golden images, image updates, application integration, and optimization activities. - Troubleshoot and resolve AVD-related incidents, including login failures, profile issues, session disconnects, FSLogix errors, application performance issues, printer mapping, and connectivity problems. - Monitor AVD environment health, user sessions, resource utilization, and performance metrics. - Perform capacity management and recommend scaling actions to optimize user experience and infrastructure costs. - Support Windows 10/11 Enterprise Multi-Session and Windows 365 environments where applicable. - Manage FSLogix profile containers and troubleshoot profile management issues. - Coordinate with Azure, Networking, Security, Identity, SCCM, and Intune teams to resolve infrastructure and endpoint-related issues. - Assist with Azure Virtual Desktop upgrades, migrations, image refreshes, and modernization initiatives. - Support application deployment, patching, compliance, and endpoint management activities through Intune and SCCM. - Participate in incident, problem, and change management processes following ITIL best practices. - Perform root cause analysis (RCA) for recurring issues and implement preventive measures. - Maintain operational documentation, runbooks, standard operating procedures (SOPs), and knowledge base articles. - Generate operational reports, service health dashboards, and capacity utilization reports. - Support business continuity, DR testing, and platform maintenance activities. - Ensure SLA compliance and provide timely communication during incidents and service requests.