Infra Tech Support Practitioner

L2 Support Engineer - Citrix, VDI, AVD, PVS, App Layering, Windows 365 and RDS

The candidate will work closely with the L1 and L3 teams to ensure smooth operation, resolve user issues, and execute routine maintenance tasks.

• Provide day-to-day operational support for Citrix XenApp/XenDesktop environments, including user session troubleshooting and application delivery issues.
• Assist with basic administration and support for Azure Virtual Desktop (AVD) and Windows 365 (W365) virtual desktops.
• Monitor and support Citrix PVS, ensuring desktops are provisioned and operating as expected.
• Resolve basic issues related to Citrix App Layering, such as layer updates or application conflicts.
• Configure and administer Microsoft RDS environments for multi-user access.
• Optimize RDS for high availability and performance.
• Manage and maintain Windows Server environments, including DNS, DHCP, and GPOs.
• Perform regular server health checks, monitoring, and performance tuning.

• Handle escalations from the L1 support team and resolve incidents within SLAs.
• Respond to user issues related to login failures, session performance, and application access.
• Assist with provisioning, de-provisioning, and updating of virtual desktops in W365 and AVD environments.

• Use tools like Citrix Director, Azure Monitor, and vendor dashboards to monitor VDI environments and identify potential issues.
• Log and document issues, changes, and resolutions in the ticketing system.

• Perform regular updates to Citrix images, PVS vDisks, and AVD/W365 session hosts under guidance from L3 engineers.
• Execute minor configuration changes, including Citrix policies, user profile adjustments (FSLogix or UPD), and session timeouts.
• Assist in implementing application or OS layer updates in Citrix App Layering.

• Collaborate with L3 engineers to escalate unresolved or complex issues.
• Work with cross-functional teams to ensure smooth delivery of virtual desktop services.
• Participate in team meetings and contribute to knowledge-sharing initiatives.

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• 2–4 years of experience in supporting Citrix XenApp/XenDesktop environments.
• Basic knowledge of Azure Virtual Desktop (AVD) and Windows 365 (W365) administration.
• Familiarity with Citrix PVS (Provisioning Services) for image delivery.
• Understanding of Citrix App Layering for application and OS updates.
• Experience with Windows Server (2016/2019/2022), Active Directory, and basic Group Policy troubleshooting.
• Hands-on experience with user profile management tools like FSLogix or UPD.
• Ability to analyze and resolve common VDI-related issues such as session slowness, application failures, and profile loading errors.

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• Basic scripting knowledge (PowerShell) for repetitive tasks.
• Experience with monitoring tools like Citrix Director, Azure Monitor, or similar.
• Understanding of ITIL processes for incident, problem, and change management.

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• CCA-V (Citrix Certified Associate – Virtualization)
• Microsoft Certified: Azure Fundamentals
• ITIL Foundation

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• Strong troubleshooting and analytical skills.
• Good communication skills for interacting with users and team members.
• Ability to prioritize tasks and work under pressure.
• Eagerness to learn and grow in a fast-paced environment

As an Infra Tech Support Practitioner, you will be responsible for providing ongoing technical support and maintenance of production and development systems and software products, both remote and onsite. You will work within a defined operating model and processes, providing hardware/software support and implementing technology at the operating system-level across all server and network areas.

• Expected to perform independently and become an SME.
• Required active participation/contribution in team discussions.
• Contribute in providing solutions to work related problems.
• Ensure smooth operation of production and development systems.
• Troubleshoot and resolve hardware and software issues.
• Implement technology at the operating system-level.
• Collaborate with team members to provide technical support.
• Document and maintain system configurations.

• Must To Have Skills: Proficiency in Citrix Virtual Apps and Desktop Administration.
• Strong understanding of system administration.
• Experience in troubleshooting hardware and software issues.
• Knowledge of network configurations and protocols.
• Familiarity with server maintenance and monitoring.

• The candidate should have a minimum of 3 years of experience in Citrix Virtual Apps and Desktop Administration.
• This position is based at our Kolkata office.
• A 15 years full time education is required.