Support Administrator – Microsoft VDI & RDS Solutions

About the role

The Support Administrator for Microsoft VDI and Remote Desktop Services (RDSH) ensures the reliable operation of virtual desktop infrastructures. Working independently, you will resolve tickets, provide on‑call assistance and drive continuous improvement through root‑cause analysis.

Key responsibilities

• Provide technical support for Microsoft VDI solutions and RDSH, meeting SLA targets for ticket volume and response times.
• Conduct root‑cause analysis of escalated issues and implement preventive measures to enhance system reliability.
• Maintain and update knowledge‑base articles to streamline support processes.
• Train and coach new team members and analysts, improving overall team capability.
• Achieve high customer satisfaction by maximizing first‑call resolution and minimizing reopened cases.

Required profile

• Strong problem‑solving and analytical abilities.
• Excellent communication and interpersonal skills for supporting and training colleagues.
• Relevant certifications are a plus, such as Microsoft Modern Desktop Administrator Associate or ITIL Foundation.

Required skills

• Microsoft VDI solutions
• Remote Desktop Services (RDSH)
• Windows operating systems
• Touch Services
• Video and telepresence technologies