Virtual Desktop Infrastructure Engineer – DW Operations
The “Virtual Desktop Infrastructure Engineer” role is part of the Global Infrastructure Digital Workplace (DW) organization. The DW team has a global responsibility providing service and support for technologies used by nearly 100,000 users.
The role will be responsible for handling Virtual Desktop escalations from the Level 1 & 2 Support Teams. This role will be assisting with Virtual Desktop Operations support, including deploying and managing VMs and policies for Virtual Desktops. The incumbent will provide technical expertise to maintain environments and troubleshoot issues.
He or she will be self-motivated, proactive, and demonstrate high levels of creativity and initiative. Must possess outstanding communication and relationship skills to establish rapport and be a liaison between the Level 2 Support Team, the Virtual Desktop Operations Team and end users. This position requires a solid Windows and Virtual Desktop Infrastructure troubleshooting background, as well as competent communication skills.
Job Responsibilities:
- Act as an escalation point for the lower level support teams.
- Provide weekend on call support.
- Work directly with end users to resolve issues with Virtual Desktop.
- Educate and train lower level Support Team on Virtual Desktop concepts.
- Work directly with the Virtual Desktop Operations Team to resolve infrastructure and systemic problems.
- Ability to clearly communicate with multiple teams, when required, to troubleshoot issues that cross multiple disciplines.
Required Skills:
- 5+ years experience troubleshooting Windows desktops and applications.
Preferred experience with a virtual desktop.
Bachelor’s degree in Engineering, Computer Science, Information Systems, or other related field (or has equivalent work experience).
Good understanding of infrastructure components (Network, Storage, DNS, DHCP, etc)
- Scripting knowledge – powershell and batch scripting.
- Proven ability to work independently .
- Strong troubleshooitng skills and ability to diagnose problems across multiple disciplines.
- Strong communication skills, both oral and written. Must be able to communicate effectively and build relationships.
- Practical experience in effective time management, including ability to prioritize & multitask.
Technology Skills:
- VMware Horizon View
- VMware Vsphere
- VMware AppVolumes
- Ivanti Desktop Now
- Knowledge of Network Protocols and Ports ( TCP,UDP)
- Service Now ( Incident/Problem/Change Management)
- Windows Server 2012/2016 , Windows 10
