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 environments. You will work independently to resolve customer tickets, provide on‑call support, and drive continuous improvement through root‑cause analysis.

Key responsibilities

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

Required profile

• Proficiency with Microsoft VDI 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.

Required skills

• Microsoft VDI
• Remote Desktop Services (RDSH)
• Windows operating system
• Touch Services
• Video and telepresence technologies
• Root‑cause analysis
• Knowledge‑base management