Workplace Support Engineer

Workplace Support Engineer

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The VDI Support Engineer is responsible for providing advanced support and administration for Virtual Desktop Infrastructure (VDI) environments, including incident management, VM lifecycle operations, knowledge article maintenance, and collaboration with technical teams to ensure stability, performance, and security. The role also supports Modern Workplace Management tools and contributes to UAT, continuous improvement, and automation initiatives.

Duties and Responsibilities

• Monitor and manage incidents, service requests, and changes related to VDI services

• Assess impact, confirm priority, propose workarounds, and communicate status updates

• Administer and maintain virtual machine (VM) lifecycle (creation, modification, removal, and updates)

• Manage and update knowledge base articles

• Perform golden image management and updates

• Execute operational housekeeping activities

• Use monitoring tools to handle alerts and coordinate with support teams

• Participate in User Acceptance Testing for VDI-related projects

• Identify improvement opportunities and support automation efforts

• Manage application and software deployments within VDI environments

• Troubleshoot and resolve complex VDI issues

• Monitor environment KPIs, performance, and system health

• Manage networking and network segmentation within VDI environments

• Support follow-the-sun operational requirements

Skills

• 3+ years of experience in supporting VDI environments

• Experience with VM lifecycle administration

• Proficiency with ITSM processes, including ServiceNow

• Expertise in golden image management

• Strong troubleshooting and analytical skills

• Azure fundamentals and cloud concepts

• Microsoft AD, Entra ID, Intune knowledge

• Office 365 collaboration tools expertise

• Windows OS and Windows Server knowledge

• Operating system policy management tools (AD GPO, Intune)

• Asset management and tracking principles

• Basic understanding of networking concepts (TCP/IP and related protocols)

• Experience with Omnissa/VMware Horizon and vSphere ESXi

• Experience working in Microsoft Azure Environment

• Knowledge of persistent, floating, multi-session VMs, and published applications

• Knowledge of FSLogix or user profile virtualization tools

• Understanding of identity and access management concepts (federation, MFA, SAML, SSO, Kerberos, etc)

• Certifications in Omnissa/VMware, Microsoft Azure, ITIL V4

• Experience with Omnissa/VMware Dynamic Environment Manager (DEM), App Volumes, and Omnissa Access

• Azure DevOps knowledge

• PowerShell scripting experience

• Experience with Microsoft Defender/EMS suite

 

Special skills / Certifications / Requirements if any

• ITIL V4 Foundation

Soft skills

• Strong written and verbal communication

• Customer-focused mindset

• Ability to collaborate within cross-functional teams

• Attention to detail and strong organizational skills

• Ability to multitask and manage multiple priorities

• Creative problem-solving abilities

• High integrity, dependability, and urgency

• Adaptability in changing environments

• Positive, cooperative attitude

• Strong interpersonal skills

• Self-motivated with sound judgment

KEY EXPECTED ACHIEVEMENTS

Incident Management: Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.​

Service Request handling: Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.​

Change Management: Participation in the change management process​

Problem Management: Participation in the analysis of root causes of incidents​

Monitoring/Observability: Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled.​

Continuous Improvement: Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.​

Knowledge Management: Lessons learned from activities are ensured to be documented and shared.​

Service Level Management: the performance management system is understood and alerts on cases of issues are set.