VDI Support Engineer

Job responsibilities
This role sits within a global VDI operations team managing an approximately 340,000-seat, on-premises VDI platform across all regions. You will support and implement VDI instances, contribute to project initiatives, and provide high-level break/fix support. Success requires excellent communication skills, a strong grasp of the challenges unique to the virtual desktop space, and solid general desktop support experience. We're looking for someone flexible, with a proven support track record, who is comfortable working with stakeholders across every region and level of the organization.

• Part of a VDI operations team managing overall global VDI capacity, performance, hygiene, builds, and rebuilds
• Governance experience: risk navigation and ownership, control procedure interpretation, audit evidence preparation, risk assessment, exception management, and change management
• Skills in vulnerability and patch remediation, Windows lifecycle management, application control procedure findings, infrastructure governance findings, runtime/platform lifecycle findings, and audit evidence and compliance closure activities
• Promotes standard operating procedures and processes for system breaks, patch management, and overall hygiene using various analytical approaches across the VDI infrastructure and platforms
• Works with multiple stakeholders and partners across technology teams, including NAS, AD, network, and SQL
• Applies operational technical expertise across a broad range of infrastructure areas by communicating, managing, and implementing goals and operational plans
• Involved in technology lifecycle management, including hardware/software upgrades, end-of-life tracking, and technology refresh programs

Required qualifications, capabilities, and skills

• 6+ months of overall experience with Citrix platforms, including the latest Citrix Virtual Apps and Desktops 2402 LTSR; experience with Omnissa Horizon is a plus
  • Citrix connection brokers, Citrix policies, delivery groups, StoreFront, Director
• Overall experience with Windows OS platform skills and knowledge (Windows 11, Windows Server 2025, GPO, Active Directory, etc.)
• Experience with automation frameworks, scripting, and automation is a plus, such as PowerShell
• Solid understanding of risk, change, and incident management
• Knowledge of MS Office, M365, and browser technologies
• Proven track record in a technical support environment
• Excellent communication, analytical, interpersonal, and liaison skills
• Strong problem-solving ability

Preferred qualifications, capabilities, and skills

• Experience with performance metrics, reporting, and monitoring tools
• Ability to set standard operating procedures and full process documentation
• Ability to support the corporate IT audit process
• Basic knowledge of networking technology