Cloud VDI and Cloud Engineer

- Cloud VDI Support - Proactively monitor VDI performance, capacity, and availability - Respond to alerts, incidents, and service requests within defined SLAs - Triage and resolve technical issues, escalating as needed - Diagnose and resolve VDI-related issues (e.g., login failures, session disconnects, slow performance) - Perform root cause analysis to identify long-term solutions - Work closely with vendors and internal teams to escalate complex issues - Execute routine maintenance tasks such as software updates, system patching, and version upgrades - Maintain and optimize virtualization solutions (e.g., Citrix, VMware Horizon, Microsoft Remote Desktop) - Document technical procedures, troubleshooting steps, and solutions in a knowledge base - Produce regular status reports and incident summaries for management and stakeholders - Collaborate in creating and maintaining technical documentation for infrastructure changes - Partner with various teams (Network, Storage, Security) to ensure system reliability and security compliance - Provide clear communication to stakeholders about system changes, incidents, and resolutions - Assist in planning for capacity, scalability, and enhancements to meet business requirements - Bachelor's degree in Computer Science, Information Technology, or a related field preferred - 7+ years of experience in an IT support role, with at least 5-7 years of experience in VDI administration or support - Hands-on experience with Cloud VDI, Microsoft Remote Desktop Services - Strong grasp of virtualization technologies (e.g., VMware vSphere, Microsoft Hyper-V) - Familiarity with network, storage, and server hardware concepts that affect VDI performance - Excellent troubleshooting abilities and a methodical approach to problem-solving - Strong communication skills to interact with technical and non-technical stakeholders - Ability to work effectively under pressure in a fast-paced, 24x7 support environment - Customer-oriented mindset with a commitment to delivering high-quality service - Willingness to work in rotating shifts or on-call schedules, including nights, weekends, and holidays - Ability to obtain and maintain relevant certifications (e.g., Citrix Certified Associate - Virtualization, VMware Certified Professional) is a plus