Job Summary

The Azure Virtual Desktop (AVD) L3 Support Engineer provides advanced technical support and operational ownership for enterprise AVD environments. The role resolves complex escalations from L1/L2 teams, performs root cause analysis, and maintains the availability, performance, security, and scalability of virtual desktops and published applications. The engineer manages session hosts, images, user profiles, monitoring, and automation while coordinating with cloud, identity, network, storage, security, and application teams to improve service reliability and end-user experience.

Key Responsibilities

Own complex AVD incidents escalated by L1/L2 teams, including connection failures, session disconnections, slow sign-in, profile failures, application issues, and degraded desktop performance. • Administer and troubleshoot host pools, session hosts, application groups, workspaces, desktop assignments, RemoteApp publishing, and session host registration. • Manage FSLogix profile containers and associated storage dependencies; investigate profile attachment failures, permissions, capacity, latency, and profile corruption using approved recovery procedures. • Maintain standardized session host images, application configurations, patching, image versioning, testing, controlled rollout, and rollback readiness. • Analyze resource utilization, session density, load balancing, scaling plans, and virtual machine sizing to improve performance and cost efficiency within agreed service requirements. • Use Azure Monitor, Log Analytics, AVD Insights, event logs, and diagnostic data to identify service degradation, investigate incidents, and improve alerting. • Troubleshoot identity, authentication, Group Policy, DNS, network connectivity, and storage access issues in coordination with the responsible platform teams. • Develop and maintain PowerShell automation for repeatable administration, health checks, reporting, and operational remediation, with appropriate testing and change approval. • Lead technical investigation during major incidents, provide clear restoration updates, document root causes, and track corrective and preventive actions. • Implement approved changes with impact assessments, validation plans, maintenance coordination, and rollback procedures. • Support security hardening, least-privilege access, vulnerability remediation, audit evidence,



and recovery testing in collaboration with security and cloud teams. • Maintain runbooks, architecture records, troubleshooting guides, and knowledge articles; provide technical guidance and knowledge transfer to L1/L2 support teams.

Skill Requirements

AVD expertise: Strong hands-on experience administering and troubleshooting pooled and personal host pools, session hosts, application groups, workspaces, RemoteApp, load balancing, and scaling plans. • Windows and application support: Advanced troubleshooting of Windows desktop and multi-session environments, Microsoft 365 applications, application compatibility, policies, services, and operating system performance. • Profile and storage management: Practical expertise in FSLogix, profile containers, Azure Files or equivalent supported profile storage, access permissions, and storage performance diagnostics. • Azure infrastructure: Working knowledge of Azure virtual machines, virtual networks, network security groups, DNS, routing, storage, Azure Compute Gallery, and resource management. • Identity and security: Understanding of Active Directory Domain Services, Microsoft Entra ID, supported device join models, role-based access control, multifactor authentication, and Conditional Access dependencies. • Monitoring and diagnostics: Ability to correlate AVD diagnostics, Windows event logs, Azure Monitor metrics, and Log Analytics data; working knowledge of Kusto Query Language (KQL). • Automation: Strong PowerShell scripting skills; familiarity with Azure CLI and infrastructure-as-code tools such as Bicep or Terraform is desirable. • Endpoint and image management: Experience with image lifecycle management, patch deployment, application delivery, and tools such as Microsoft Intune or Configuration Manager where applicable. • Service management: Strong incident, problem, change, and major incident management practices, including evidence-based root cause analysis and service-level awareness. • Communication: Clear spoken and written English, concise technical documentation, and the ability to explain business impact,



recovery progress, and technical recommendations to stakeholders

Must Have Skill

Citrix Virtual Desktops Essentials

Positive to Have Skill

Other Requirements

Education: Relevant qualification in information technology, computer science, engineering, or equivalent practical experience. • Experience: Demonstrated enterprise virtual desktop support experience, including hands-on AVD administration and independent resolution of L3-level escalations. The required number of years should be confirmed against the hiring grade. • Preferred certification: Microsoft Certified: Azure Virtual Desktop Specialty (AZ-140); Azure administration and ITIL certifications are additional advantages, subject to hiring requirements. • Support coverage: Availability for agreed rotational shifts, on-call support, major incident response, and planned maintenance outside normal business hours. • Work arrangement: Ability to meet the designated work location, onsite/hybrid/remote model, and client support time-zone requirements. • Operational discipline: Compliance with change approvals, information security procedures, confidentiality requirements, and accurate ticket and configuration documentation. • Collaboration: Ability to work effectively with distributed support teams, platform specialists, application owners, and vendor support. Include scenario-based technical assessments covering AVD connection failures, slow sign-in, FSLogix profile issues, session host performance, and scaling-related incidents.\\r\\n• Assess practical PowerShell and diagnostic skills through a controlled exercise using sample logs or a non-production environment.\\r\\n• Request examples of complex incident resolution, root cause analysis, image deployment, automation, and service improvement without disclosure of confidential client information.\\r\\n• Consider experience with enterprise AVD deployments, migrations from traditional VDI, recovery testing, and infrastructure-as-code as desirable.\\r\\n• Confirm the hiring grade, experience range, work location, employment type, shift/on-call pattern, environment scale, and account-specific tools before publication.\\r\\n• Define first-90-day expectations covering environment familiarization, independent escalation handling, runbook improvements, and an agreed reliability or automation improvement.\\r\\n\\r\\n

📌 Subject Matter Expert (Support&Ops) (Chennai)
🏢 HCLTech
📍 Chennai