Job Description – VMWare VDI (L1)

Responsibilities:

Responsible for handling Incident and Request Management.

Provide support for L1 engineers for incident investigation, diagnosis and resolution.

Ensure resolution of most of the incidents and service requests.

Provide required inputs to stakeholders involved in case of critical incidents like outages.

Implement Standard and minor changes.

Ensure ITIL compliance for all incidents and service calls

Ensure KPI compliance for all incidents and service calls

Adhere to documented notification and escalation process

Communicate to the customer while responding to a case and after resolution of the case.

Participate in regular reviews with the team leads

Update daily reports and checklists as defined.

Create and update documentation

Daily health checks on the Citrix/VMware environment to ensure service availability

Support Virtual Desktop Infrastructure Maintain VDIs and other core Components

Administration of Ivanti User Workspace Manager.

Basic Troubleshooting of Windows Server 2008 and 2016

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