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Job Description & How to Apply Below
Provide L2/L2+ support for escalated incidents related to VMware Horizon on-prem VDI , virtual desktops, published applications, and application delivery platforms.
Monitor and respond to alerts related to Horizon infrastructure, Connection Servers, Unified Access Gateway, desktop pools, App Volumes, DEM, vCenter, ESXi hosts, and supporting services.
Troubleshoot VDI user issues including login failures, session disconnects, profile issues, poor performance, application launch failures, desktop availability, and entitlement issues.
Administer and support VMware Horizon on-prem environments , including desktop pools, golden images, instant clones, linked clones, persistent and non-persistent desktops.
Support application streaming and application layering technologies such as VMware App Volumes , Thin App, MSIX App Attach, or similar app delivery solutions.
Assist with packaging, publishing, assigning, and troubleshooting streamed or layered applications delivered to VDI users.
Support image management activities including updates, patching, optimization, snapshot management, pool recomposition, publishing, and validation.
Work with application teams to validate application compatibility within VDI and streaming environments.
Support complex VDI configurations involving Windows desktops, application delivery, user profile solutions, GPOs, FSLogix, VMware DEM, and Active Directory.
Participate in incident, problem, and change management processes in alignment with ITIL practices.
Drive or support high-severity incidents within the VDI and application delivery scope.
Collaborate with engineering teams, lower-level support teams, account teams, and clients to resolve technical issues.
Create and maintain operational documentation, troubleshooting guides, standard operating procedures, and knowledge base articles.
Perform root cause analysis for recurring VDI, desktop, profile, or application delivery issues.
Ensure accurate ticket documentation, including issue details, troubleshooting steps, resolution notes, and customer communication.
Support change implementation activities related to Horizon, desktop pools, golden images, application packages, and platform components.
Participate in a 24/7 on-call rotation as required.
Follow organizational standards, account processes, change management procedures, and security requirements.
Required Skills
5+ years of IT infrastructure administration or support experience.
3+ years of hands-on experience supporting VMware Horizon on-premises VDI environments .
Strong experience with VMware Horizon components including:
Horizon Connection Servers
Unified Access Gateway
Desktop pools
Instant clones / linked clones
vCenter integration
Golden image management
Entitlements and user access
Experience supporting virtual desktops and published applications in an enterprise environment.
Experience with application streaming, application layering, or application virtualization technologies such as:
VMware App Volumes
VMware Thin App
MSIX App Attach
Citrix App Layering or similar technologies
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