Job Description
Job Description L2 VDI Engineer (Citrix / AWS VDI)
Role Overview
The L2 VDI Engineer is responsible for supporting, troubleshooting, and maintaining Virtual Desktop Infrastructure (VDI) environments, primarily Citrix (CVAD / DaaS) and evolving toward AWS VDI solutions (WorkSpaces/AppStream 2.0).
This role focuses on incident resolution, performance optimization, session management, and platform stability, ensuring a seamless end-user experience across virtual desktops and applications.
Key Responsibilities
VDI Platform Support (Citrix & AWS)
- Administer and support:
- Citrix Virtual Apps & Desktops (CVAD / Citrix DaaS)
- Citrix components (Delivery Controllers, StoreFront, Citrix Gateway)
- Support AWS VDI platforms (as applicable):
- Amazon WorkSpaces
- Amazon AppStream 2.0
- Monitor platform health, availability, and performance
Incident Troubleshooting & Resolution
- Act as L2 resolver group for VDI-related issues:
- Session launch failures
- Login delays and profile issues
- Application launch failures
- Printer and peripheral redirection issues
- Perform root cause analysis for recurring problems
- Troubleshoot across layers:
- Endpoint Network VDI Application
Session & Performance Management
- Monitor and optimize:
- Session performance (latency, CPU/memory utilization)
- User experience (login time, app responsiveness)
- Analyze:
- Citrix Director metrics
- Session logs and performance counters
- Resolve issues related to:
- Profile management (FSLogix / Citrix UPM)
- Session disconnects and instability
VDI Image & Application Support
- Support gold image management:
- Image updates and validation
- Patch coordination with endpoint/infra teams
- Assist in application availability within VDI
- Troubleshoot application compatibility issues in virtual environments
Access & Connectivity Management
- Support user access via:
- Citrix Workspace / Receiver
- Citrix Gateway (VPN / ICA proxy)
- Troubleshoot:
- Authentication issues
- MFA-related access issues
- Network-related latency/connectivity problems
Patch & Maintenance Support
- Support patching activities for:
- VDI images (gold/master images)
- Citrix components (in coordination with L3)
- Perform validation post-patching
- Ensure minimal user disruption
Monitoring & Alert Handling
- Monitor alerts from:
- Citrix Director / Studio
- Infrastructure monitoring tools
- Identify trends and recurring issues
- Take proactive actions to prevent incidents
Collaboration & Escalation
- Work closely with:
- L1 teams (triage improvements)
- L3/SMEs (complex issues)
- Network, AD, and application teams
- Escalate with complete diagnostics and logs
Documentation & Knowledge Management
- Maintain runbooks, SOPs, and KB articles
- Document troubleshooting steps and resolutions
- Contribute to continuous improvement
Required Skills & Qualifications
Technical Skills (Core)
- Strong hands-on experience in:
- Citrix Virtual Apps & Desktops (CVAD / DaaS)
- Citrix Director & Studio
- Good understanding of:
- Windows OS (VDI environments)
- Active Directory, GPO
- Profile management (FSLogix / Citrix UPM)
VDI & Cloud Exposure
- Basic exposure to:
- AWS WorkSpaces / AppStream (preferred)
- Cloud concepts (AWS basics)
Troubleshooting Skills
- Ability to troubleshoot across:
- Endpoint Network VDI Application layers
- Familiarity with:
- Session logs and performance analysis
- Login performance issues
Process Knowledge
- ITIL processes:
- Incident, Problem, Change Management
Soft Skills
- Strong analytical thinking (must connect multiple layers)
- Clear communication with end users and stakeholders
- Ability to work in high-pressure environments (VDI outages impact many users)
Experience & Education
- 36 years of experience in VDI / Citrix support
- Bachelor's degree in IT or related field
- Certifications (good to have):
- Citrix Certified Associate (CCA-V)
- AWS Cloud Practitioner (basic)
Qualifications
Graduation
Range Of Year Experience-Min Year
3
Range Of Year Experience-Max Year
6
