Horizon VDI Support Specialist

Job Title : Horizon VDI Support Specialist

Location : India (Remote)

Job Description :

Need someone who will serve as the primary technical resource for supporting and maintaining the VMware Horizon VDI platform across all levels of the support model (Level 1 to Level 3).

The role will involve resolving end-user VDI issues, maintaining golden images, deploying new desktop pools, and working with application teams to ensure seamless virtual desktop functionality.

The ideal candidate will work closely with infrastructure, security, and application teams to ensure optimal performance, usability, and security.

Key Responsibilities

Provide Level 1–3 support for Horizon VDI user issues, including session performance, access, printing, and profile-related incidents

Create, maintain, and update golden images for various user groups, including application packaging, patching, and configuration

Validate and troubleshoot application functionality within VDI sessions in partnership with application owners

Create and manage desktop pools in Horizon Administrator / Console, including both persistent and non- persistent configurations

Perform root cause analysis for recurring issues and implement permanent fixes

Maintain user entitlement mappings and access to appropriate VDI pools

Monitor system health and generate reports on performance, usage, and capacity

Test and implement updates, patches, and version upgrades to Horizon components and base images

Collaborate with the Infrastructure team on escalations related to networking, storage, or host-level issues

Document standard operating procedures, troubleshooting steps, and FAQs for internal knowledgebase

Coordinate UAT testing for new images or configurations with business stakeholders

Participate in change management and implementation planning for VDI-related initiatives

Support onboarding and training for new users accessing the VDI environment

Education :

Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.

Preferred Certification(s) : VMware Certified Professional – Desktop and Mobility (VCP-DTM).

Required Experience :

2+ years in IT support roles with at least 1 year supporting VDI environments

Experience supporting VMware Horizon View (7.x or 8.x), including Connection Server, Composer, and Agent

Experience with Windows desktop OS (Windows 10 / 11), Active Directory, and group policies

Proficiency with tools like Horizon Administrator / Console, vSphere Client, and basic PowerShell scripting

Preferred Experience :

3+ years supporting end-user computing or VDI in enterprise environments

Deep experience creating and maintaining golden images including app installs, optimizations, and Windows updates

Familiarity with application packaging and troubleshooting app behavior in virtual environments

Experience deploying and managing desktop pools, including automated, linked clone, or instant clone pools

Working knowledge of FSLogix, profile redirection, and user data management

Experience integrating VDI with multi-factor authentication, antivirus, and DLP tools

Familiarity with Jira or similar ticketing and ITSM platforms

Experience collaborating with infrastructure teams on networking, DNS, storage, and security configurations for VDI

Knowledge of monitoring tools (e.g., Horizon Help Desk Tool, vRealize Operations, ControlUp)

Certifications such as VMware VCP-DTM, ITIL Foundation, or CompTIA A+ are highly desirable