Second-Level Support Engineer

Incident Management:

• Act as the primary point of contact for escalated AVD incidents from the first-level support team.
• Investigate and troubleshoot technical issues related to the AVD environment, diligently working to resolve problems within established SLAs.

Problem Resolution:

• Identify root causes of recurring AVD issues and implement permanent fixes to prevent reoccurrence, collaborating with other IT teams as needed.

User Support:

• Provide exceptional customer service by assisting end-users with AVD-related queries, issues, and requests.
• Address user concerns in a professional and timely manner, maintaining high levels of user satisfaction.

Configuration and Deployment:

• Assist in the configuration, deployment, and management of AVD resources, including host pools, application groups, and user profiles.

Performance Monitoring:

• Monitor the performance and health of the AVD infrastructure, analyzing system metrics, and proactively identifying areas for improvement.

Patch Management:

• Support the implementation of regular updates, patches, and hotfixes to ensure the AVD environment remains up to date and secure.

Collaboration:

• Collaborate with the senior engineering team and other IT stakeholders to provide valuable insights and contribute to the continuous improvement of AVD services.