Support Administrator – Microsoft VDI & RDSH

About the role

We are looking for a Support Administrator to manage and maintain our Microsoft Virtual Desktop Infrastructure (VDI) and Remote Desktop Session Host (RDSH) environment. The role is responsible for delivering prompt technical assistance, ensuring service continuity, and driving continuous improvement through root‑cause analysis.

Key responsibilities

• Provide first‑line technical support for Microsoft VDI and RDSH, resolve tickets independently and meet agreed SLA targets.
• Conduct root‑cause analysis of escalated incidents and implement preventive solutions to enhance system reliability.
• Maintain and update knowledge‑base articles to streamline support processes.
• Train and coach new team members and analysts to raise overall team capability.
• Achieve high customer satisfaction by maximizing first‑call resolution and minimizing rejected or reopened cases.

Required profile

• Proven experience with Microsoft VDI solutions and RDSH technologies.
• Strong understanding of Windows operating systems and Touch Services.
• Familiarity with video and telepresence technologies.
• Excellent problem‑solving, analytical, communication and interpersonal skills.
• Optional certifications: Microsoft Modern Desktop Administrator Associate, ITIL Foundation.

Required skills

• Microsoft VDI
• RDSH
• Windows Operating System
• Touch Services
• Video and Telepresence Technologies