What you’ll do:

The End User Compute Operations role is responsible for monitoring, triaging, assigning, and resolving end-user computing incidents across virtual desktop settings. This role serves as a key operational resource for maintaining stability, improving user experience, and driving continuous service improvements within Azure Virtual Desktop (AVDI), Citrix, and Windows 365 environments. The engineer will actively manage incident queues, coordinate communications during critical outages, and identify opportunities to improve first-level support resolution rates.
Key Responsibilities
Incident Management & Queue Oversight
Monitor and manage the incident ticket queue to ensure timely assignment and resolution of support requests.
Review all incoming incidents and assign unassigned tickets to the appropriate support resources.
Perform initial triage of tickets to determine severity, impact, and resolution path.
Resolve low-effort incidents during ticket review, including common issues such as VDI restarts, session resets, and basic connectivity issues.




Identify tickets that can be quickly resolved and communicate prioritization recommendations to assigned engineers to improve user experience and reduce resolution times.

Technical Support & Resolution
Investigate, troubleshoot, and resolve incidents related to:

o Azure Virtual Desktop (AVDI)
o Citrix Virtual Apps and Desktops
o Windows 365 Cloud PC
o Virtual desktop performance and connectivity
o User access and authentication issues
o Profile, application, and session management
Document troubleshooting activities and maintain accurate incident records.
Escalate complex issues appropriately while maintaining ownership through resolution.

Qualifications:

Skills:

Key Competencies
Incident Management
Service Desk Operations
Virtual Desktop Infrastructure (VDI)
Azure Virtual Desktop (AVD)
Citrix Administration
Windows 365
Problem Management
Major Incident Communications
Operational Excellence
Customer Experience Focus
Process Improvement
Technical Troubleshooting

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