Job Overview

We are looking for an experienced Azure Virtual Desktop (AVD) L2 Engineer to support and manage enterprise-grade AVD environments in a managed services model. The role will be responsible for ensuring the availability, performance, security, compliance, and user experience of Azure Virtual Desktop services. The engineer will provide Level 2 operational support in a structured 24x5 shift-based environment, with on-call support for Priority 1 incidents outside standard service hours.

The role will involve close collaboration with Level 3 teams and customer stakeholders for Incident, Service Request, Problem, and Change Management activities. The ideal candidate should have strong hands-on experience with Microsoft Azure, Azure Virtual Desktop, Windows 10/11, Active Directory, Microsoft Entra ID, Azure networking, FSLogix, Intune, Azure Monitor, PowerShell, patch management, and troubleshooting of virtual desktop environments. Key Responsibilities

Azure Virtual Desktop (AVD) Operations

Provide Level 2 support for Azure Virtual Desktop incidents, service requests, and operational issues.

Monitor and manage the availability, health, performance, and capacity of AVD environments.

Troubleshoot AVD components including

Host Pools

Session Hosts

Application Groups

Workspaces

Remote Desktop clients

User sessions

Azure resources supporting AVD

Investigate and resolve user login, connection, session, application, profile, and performance-related issues.

Perform day-to-day administration and configuration of AVD environments.

Support scaling and optimization of AVD session hosts based on workload and user requirements.

Monitor session host health and take appropriate remediation actions.

Performance & User Experience

Monitor AVD user experience using customer-provided monitoring and experience-management tools.

Analyze user experience metrics such as:

Login performance

Session latency

Connection quality

Resource utilization

Application responsiveness

Identify performance bottlenecks and recommend improvements.

Perform performance tuning to improve end-user productivity and overall service quality.

Proactively identify recurring user experience issues and recommend corrective actions.

Patch & Configuration Management

Perform patch management for AVD session hosts and related components.

Coordinate and execute Windows updates and security patches in accordance with approved change procedures.

Ensure AVD configurations remain aligned with approved standards and baselines.

Support configuration changes, maintenance activities, and service improvements.

Validate post-patch and post-change service health.

Security & Compliance

Implement and maintain customer-approved security and compliance policies within the AVD environment.

Ensure AVD session hosts and configurations comply with defined security standards.





Support security hardening and remediation activities.

Monitor compliance status and assist with remediation of identified deviations.

Maintain operational documentation and evidence required for compliance reporting.

Work according to customer-defined security, data governance, and compliance requirements.

Monitoring & Reporting

Monitor AVD infrastructure, service availability, performance, and capacity.

Analyze alerts and proactively address potential service-impacting issues.

Prepare and maintain service availability, performance, compliance, and operational reports as agreed with the customer.

Track operational KPIs and service-level metrics.

Identify recurring issues and recommend improvements.

Incident & Service Request Management

Provide L2 support for AVD-related incidents and service requests.

Troubleshoot issues within defined SLAs and operational procedures.

Perform root-cause analysis for recurring or complex incidents.

Escalate unresolved issues to Level 3 teams with appropriate troubleshooting information and evidence.

Collaborate with customer L3 teams as required for Incident, Service Request, Problem, and Change Management activities.

Coordinate with Microsoft Support/Premier Support when required, acting as an authorized technical contact through the customer.

Problem Management & Automation

Perform trend analysis of AVD incidents and service tickets.

Identify recurring issues and potential problem-management candidates.

Identify opportunities for automation and operational improvement.

Recommend automation opportunities using PowerShell, Azure Automation, or other appropriate tools.

Contribute to reducing manual operational activities and improving service efficiency.

Shift & On-Call Support

Provide 24x5 shift-based operational support for AVD services.

Participate in an on-call rotation for Priority 1 incidents outside standard service hours.

Respond to critical incidents in accordance with defined SLAs.

Support service continuity and minimize business impact during major incidents.

Required Technical

Skills

Mandatory Skills

Strong hands-on experience with Microsoft Azure.

Strong administration and troubleshooting experience with Azure Virtual Desktop (AVD).

Experience managing

Azure Host Pools

Session Hosts

Application Groups

Workspaces

User Sessions

AVD Scaling

Strong knowledge of Windows 10/11 administration and troubleshooting.

Good knowledge of Microsoft Active Directory.

Experience with Microsoft Entra ID / Azure AD.





Good understanding of Group Policy (GPO) and Windows security policies.

Hands-on experience with FSLogix Profile Containers and user profile troubleshooting.

Experience with Azure Monitor, Log Analytics, and monitoring tools.

Strong PowerShell scripting and automation skills.

Experience with Windows patch management and security updates.

Good understanding of Azure networking concepts relevant to AVD, including:

DNS

TCP/IP

VPN

Network Security Groups (NSGs)

Private Endpoints

Azure networking fundamentals

Knowledge of identity and authentication concepts such as:

MFA

Conditional Access

SSO

RBAC

Experience troubleshooting AVD connectivity, login, session, profile, and application issues.

Understanding of Azure security and compliance best practices.

Preferred / Good-to-Have Skills

Microsoft Intune / Endpoint Manager.

Microsoft 365 administration.

Azure Automation.

Azure Update Manager.

Azure Virtual Network and connectivity troubleshooting.

Microsoft Defender for Endpoint.

Application packaging and deployment concepts.

Windows application troubleshooting.

Experience with ITSM tools such as ServiceNow.

Knowledge of ITIL processes.

Experience with monitoring and user-experience platforms.

Relevant Microsoft Azure certifications such as:

AZ-104 – Azure Administrator Associate

AZ-140 – Configuring and Operating Microsoft Azure Virtual Desktop

AZ-800/AZ-801 or equivalent Windows Server knowledge Experience & Qualifications

4-7+ years of overall IT infrastructure / EUC / Azure administration experience, with significant hands-on experience in Azure Virtual Desktop.

Minimum 2–3+ years of hands-on AVD administration and L2 troubleshooting experience preferred.

Experience working in an enterprise managed services or production support setting.

Experience supporting large-scale Windows virtual desktop environments.

Experience working in a 24x5 or 24x7 operational support model.

Proven experience in Incident, Service Request, Problem, and Change Management.

Experience working with L3 engineering teams and customer stakeholders.

Strong analytical and troubleshooting skills.

Ability to work independently on complex technical issues and provide appropriate escalation when required.

Strong communication and documentation skills.

Willingness to work in rotational shifts and participate in P1 on-call support.

Service Management

Responsibilities The engineer will be expected to follow established ITSM processes and contribute to:

Incident Management

Major Incident Management

Service Request Management

Problem Management

Change Management

Knowledge Management

SLA management

Service reporting

Root Cause Analysis (RCA)

Continuous Service Improvement (CSI) Job Type: Full-time, Hybrid (Contrac) Note: Only shortlisted candidates will be notified.

📌 Azure Virtual Desktop Engineer (Bengaluru)
🏢 Photon Brains
📍 Bengaluru