Senior System Engineer

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

• Certifications (good to have):

• Citrix Certified Associate (CCA-V)

• AWS Cloud Practitioner (basic)