Virtual Desktop Support Engineer

About the role

We are seeking a Senior Hosted Virtual Desktop (HVD) Service Improvement Engineer to drive operational excellence and end-user experience improvements across a large-scale Omnissa Horizon environment.

Responsibilities

• Analyze thousands of HVD-related incidents to identify recurring patterns and systemic issues.
• Use service desk data, telemetry, logs, and monitoring tools to uncover root causes of recurring user problems.
• Differentiate between resolving individual incidents and eliminating the underlying causes driving ticket volume.
• Develop hypotheses, validate findings, implement fixes, and measure effectiveness through ticket reduction and service improvement metrics.
• Drive continuous improvements that reduce support costs and improve user productivity.
• Provide advanced support for Omnissa Horizon environments.
• Troubleshoot complex issues involving:
• Persistent and non-persistent desktops
• Login failures and delays
• Session disconnects
• Black screens and display issues
• Resource exhaustion and performance degradation
• Client connectivity problems
• User profile issues
• Support Windows-based virtual desktop environments and endpoint integration.
• Leverage telemetry, monitoring platforms, logs, and service desk reporting to understand platform health and user experience.
• Use tools such as Splunk and other monitoring platforms to investigate issues that may not be visible through traditional monitoring.
• Correlate user-reported symptoms with infrastructure, application, network, and endpoint data.
• Partner with:
• Virtual desktop engineering teams
• Infrastructure teams
• Security teams
• Network teams
• Endpoint teams
• Application owners
• Vendor support organizations
• Lead troubleshooting efforts across multiple support domains to identify ownership and coordinate resolution.
• Advocate for fixes and improvements with internal teams and external vendors.
• Support Horizon clients and related components.
• Aid in validation of changes, upgrades, patches, and platform enhancements.
• Participate in testing and rollout activities for new client versions, endpoint technologies, and HVD improvements.
• Support operational ownership of the HVD service and user experience.
• Utilize PowerShell and other scripting tools to accelerate troubleshooting, data collection, testing, and validation activities.
• Develop simple automation where appropriate to support operational improvement initiatives.

Requirements

• 5+ years supporting enterprise virtual desktop environments.
• Hands-on experience with VMware Horizon and/or Omnissa Horizon.
• Experience troubleshooting complex end-user computing (EUC) or virtual desktop issues in production environments.
• Experience performing root cause analysis across multiple technology domains.
• Strong knowledge of:
• Omnissa Horizon / VMware Horizon
• Virtual desktop technologies
• Windows desktop operating systems
• Active Directory
• DNS
• DHCP
• Group Policy (GPO)
• Experience supporting:
• Persistent and non-persistent VDI environments
• Horizon clients
• Windows endpoints
• Proven ability to:
• Analyze large volumes of incident data
• Use logs and telemetry to identify root causes
• Work through ambiguous issues where monitoring tools do not clearly indicate the problem
• Investigate issues spanning infrastructure, security, networking, endpoint, and application layers
• Working knowledge of PowerShell.
• Ability to read, modify, and execute scripts used for troubleshooting, data collection, and operational tasks.
• Ability to coordinate investigations across multiple technical teams.
• Strong communication skills with both technical and non-technical stakeholders.
• Comfortable engaging vendors to drive timely resolution of product issues and enhancements.

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience: 5+ years supporting enterprise virtual desktop environments.
• Skills: Hands-on experience with VMware Horizon and/or Omnissa Horizon; experience troubleshooting complex end-user computing (EUC) or virtual desktop issues in production environments; experience performing root cause analysis across multiple technology domains; strong knowledge of virtual desktop technologies, Windows desktop operating systems, Active Directory, DNS, DHCP, and Group Policy (GPO); experience supporting persistent and non-persistent VDI environments, Horizon clients, and Windows endpoints; proven ability to analyze large volumes of incident data, use logs and telemetry to identify root causes, work through ambiguous issues where monitoring tools do not clearly indicate the problem, investigate issues spanning infrastructure, security, networking, endpoint, and application layers; working knowledge of PowerShell; ability to read, modify, and execute scripts used for troubleshooting, data collection, and operational tasks; ability to coordinate investigations across multiple technical teams; strong communication skills with both technical and non-technical stakeholders; comfortable engaging vendors to drive timely resolution of product issues and enhancements.

Benefits

Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.