Support Administrator – Microsoft VDI & RDSH

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 tickets, provide on‑call support, and improve service quality through root‑cause analysis.

Key responsibilities

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

Required profile

• Proficiency with Microsoft VDI and RDSH technologies.
• Solid understanding of Windows operating systems and Touch Services.
• Familiarity with video and telepresence technologies.
• Strong analytical and problem‑solving abilities.
• Excellent communication skills for supporting and training colleagues.

Required skills

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