3rd Line Support, VMware Horizon

As a Managed Services Engineer, you will:

·Monitor and manage user sessions and VMware Horizon infrastructure consistently.

·Optimise resource utilisation through effective session management.

·Ensure timely updates, patching, and maintenance of the VDI environment.

·Deliver detailed reporting on VDI usage, health, and security.

·Maintain integrity and performance of Horizon gold images and the broader VDI environment.

·Uphold a secure VDI environment through regular audits and updates.

Essential Duties and Responsibilities:

·Offer escalated support (3rd & 4th line) for complex issues, ensuring optimal performance and availability of the VDI environment.

·Conduct daily and monitoring of user sessions and VMware Horizon infrastructure.

·Manage active, idle, and disconnected sessions for optimal resource utilisation.

·Regularly update and manage patching for the VDI environment, scheduling during non-peak hours for minimal disruption, including all Horizon components and SQL databases.

·Provide governance and operational management of Horizon software configuration.

·Manage and monitor Horizon’s built-in failover capabilities, ensuring continuous service availability.

·Assist with application management and delivery within the VDI environment, offering guidance and governance.

·Generate and deliver weekly and monthly reports on VDI usage, health, and security.

·Address client queries and issues through the Service Desk and Service Management modules, providing timely resolutions and support.

Qualifications:

·Certifications in VMware Horizon, VMware vSphere, and/or VMware VCF are preferred.

·Experience or certification in Microsoft Azure/M365 is beneficial.

·Proven experience in a similar role with a strong background in VMware technologies and VDI management.

Additional Skills:

·Exceptional problem-solving, analytical, and multitasking skills.

·Excellent communication and interpersonal skills.

·Willingness to upskill, with a solid understanding of virtualisation, cloud concepts, and Microsoft 365.

·Ability to adapt to a fast-paced, collaborative environment.

·Familairity with ticketing systems such as FreshService, Jira Service Desk or ServiceNow.

·Previous experience of tooling such as Hashicorp Packer, Hashicorp Vault, Pipelines (Jenkins, Codestream/Aria Pipelines) is desirable.

·Knowledge and experience of application deployment, scripting (powershell preferable) and group policy in VDI environments highly desirable.