Azure VDI Engineer

Position Summary

The Microsoft Azure Virtual Desktop (AVD) Engineer is responsible for monitoring, managing and supporting customer Azure Virtual Desktop environments under the guidance of the End User Compute Manager. This role serves as the primary point of contact for assigned incidents and service requests, maintaining ownership through resolution while ensuring compliance with contracted SLAs.

The ideal candidate is customer focused, technically skilled and thrives in a fast paced operations environment. This position requires shift flexibility, including participation in rotating on call schedules and the ability to work varying shifts as business needs evolve.

The AVD Engineer will regularly collaborate with customers, peers, vendors and leadership through phone, email, chat, video conferencing and ticketing systems such as ServiceNow to ensure timely and effective issue resolution.

Key Responsibilities

• Troubleshoot end user, application and AVD environment issues using remote support tools and operational best practices.
• Monitor and maintain Azure Virtual Desktop environments, including session hosts, host pools and application groups for both persistent and pooled desktop configurations.
• Manage incidents, requests and changes through ServiceNow while documenting troubleshooting activities and customer communications.
• Take ownership of assigned tickets and drive issues through to resolution or appropriate escalation.
• Support day to day operations of AVD platforms, including session host maintenance, image updates, profile management and user access administration.
• Communicate effectively with customers, peers, management and cross functional engineering teams regarding incidents, outages and change activities.
• Participate in an on call rotation to provide emergency support coverage when required.
• Assist with testing, validation and implementation of new AVD features, image updates and operational processes.
• Troubleshoot production issues and coordinate with Microsoft support or third party vendors as necessary.
• Contribute to the creation and maintenance of technical documentation, operational procedures and knowledge base articles.
• Recommend process improvements and identify operational risks or areas of concern to management.
• Continue developing technical expertise across additional Azure and Microsoft technologies as business needs evolve.
• Perform other duties and responsibilities as assigned.

Required Qualifications

• Bachelors degree or equivalent work and/or military experience.
• 2+ years of experience working in a Network Operations Center (NOC), Managed Services or IT Operations environment.
• 2+ years of hands on experience supporting Microsoft Azure Virtual Desktop or Windows Virtual Desktop environments.
• Strong understanding of Azure Virtual Desktop architecture including host pools, application groups, workspaces and the AVD control plane.
• Experience supporting and administering Azure VD Session Hosts, including ongoing maintenance, health monitoring and troubleshooting of session host connectivity and performance.
• Hands on experience supporting both Persistent Desktops (personal host pools) and Pooled Desktops (multi session host pools), including user assignment, load balancing and desktop image management.
• Experience with Azure Virtual Network (VNet) concepts including subnets, NSGs, peering and private endpoints as they relate to AVD connectivity and session routing.
• Knowledge of Azure Domain Services (Microsoft Entra ID) including hybrid identity, Entra ID join and domain joined session host configurations for AVD environments.
• Experience with FSLogix profile containers for user profile management in pooled and persistent AVD environments.
• Familiarity with Azure Monitor, Log Analytics and AVD Insights for environment health monitoring and diagnostics.
• Strong troubleshooting and analytical skills with the ability to diagnose issues across AVD infrastructure, networking and identity layers.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non technical audiences.
• Strong customer service and relationship management skills.
• Ability to manage multiple priorities and work effectively in a fast paced operations environment.
• Ability to work independently and collaboratively within a team environment.

Preferred Qualifications

• Experience wo…