VDI Support Engineer
On-site 5 days a week — Jersey City, NJ
Role overview: This Technology Operations role supports one of the largest global Virtual Desktop Infrastructure (VDI) deployments in the industry — an environment of approximately 340,000 virtual desktop instances spanning all regions. The role blends hands-on technical expertise with client-facing responsibility, calling for both deep technical knowledge and strong communication skills.
As part of the client's Digital Workplace / Virtual Desktop Services organization, you will help manage multiple areas of a large-scale VDI technology environment. Your knowledge and expertise will help set direction, and implement, support, and manage the platform end to end.
Job responsibilities
This role sits within a global VDI operations team managing an approximately 340,000-seat, on-premises VDI platform across all regions. You will support and implement VDI instances, contribute to project initiatives, and provide high-level break/fix support. Success requires excellent communication skills, a strong grasp of the challenges unique to the virtual desktop space, and solid general desktop support experience. We're looking for someone flexible, with a proven support track record, who is comfortable working with stakeholders across every region and level of the organization.
- Part of a VDI operations team managing overall global VDI capacity, performance, hygiene, builds, and rebuilds
- Governance experience: risk navigation and ownership, control procedure interpretation, audit evidence preparation, risk assessment, exception management, and change management
- Skills in vulnerability and patch remediation, Windows lifecycle management, application control procedure findings, infrastructure governance findings, runtime/platform lifecycle findings, and audit evidence and compliance closure activities
- Promotes standard operating procedures and processes for system breaks, patch management, and overall hygiene using various analytical approaches across the VDI infrastructure and platforms
- Works with multiple stakeholders and partners across technology teams, including NAS, AD, network, and SQL
- Applies operational technical expertise across a broad range of infrastructure areas by communicating, managing, and implementing goals and operational plans
- Involved in technology lifecycle management, including hardware/software upgrades, end-of-life tracking, and technology refresh programs
Required qualifications, capabilities, and skills
- 6+ months of overall experience with Citrix platforms, including the latest Citrix Virtual Apps and Desktops 2402 LTSR; experience with Omnissa Horizon is a plus
- Citrix connection brokers, Citrix policies, delivery groups, StoreFront, Director
- Overall experience with Windows OS platform skills and knowledge (Windows 11, Windows Server 2025, GPO, Active Directory, etc.)
- Experience with automation frameworks, scripting, and automation is a plus, such as PowerShell
- Solid understanding of risk, change, and incident management
- Knowledge of MS Office, M365, and browser technologies
- Proven track record in a technical support environment
- Excellent communication, analytical, interpersonal, and liaison skills
- Strong problem-solving ability
Preferred qualifications, capabilities, and skills
- Experience with performance metrics, reporting, and monitoring tools
- Ability to set standard operating procedures and full process documentation
- Ability to support the corporate IT audit process
- Basic knowledge of networking technology
Never miss an opportunity! Create an alert based on the job you applied for.