Job description:

Job Summary :The Virtual Desktop Engineer (Level 3) is responsible for managing and maintaining the highest level of support for our Virtual Desktop for Airbus customer. This role involves troubleshooting complex issues, ensuring system reliability, and implementing advanced solutions to optimize the performance and security of the Virtual Desktops.Key Responsibilities :- Advanced Troubleshooting: Handle escalated issues from Level 2 support teams on Horizon, providing expert analysis and resolution of complex technical problems related to the Virtual Desktops & all associated aspects (DEM, AppVolume, etc...). - System Maintenance: Perform regular maintenance and updates on the Virtual Desktops, including patch management and configuration changes.- Performance Optimization: Monitor and analyze Virtual Desktops performance metrics to identify areas for improvement or issues - Security Management: Ensure the Virtual Desktops adheres to Airbus security policies. - Incident / Problem / /Request / Change Management: Manage critical incidents ensuring timely resolution, communication with stakeholders, manage proactive & reactive problem cases, manage request & change opened by the team or by the business within the timeframe negotiated.- Documentation: Maintain comprehensive documentation of system configurations, processes, and troubleshooting procedures.- Collaboration: Work closely with other teams, to ensure availability of the Virtual DesktopsTechnology : - Virtualisation : VMware vSphere with HCI integration [vSan] (intermediate knowledge), VMware Horizon (strong knowledge), VMware AppVolume with writable (strong knowledge), VMware DEM (strong knowledge), VMware Workspace One (basic knowledge)- OS : Microsoft Windows 10 / 11 (strong knowledge), Linux RHEL (basic knowledge)- Monitoring : Centreon (basic knowledge), Control Up (basic knowledge)- Network : global (basic knowledge)- Automation : Powershell (intermediate knowledge), Powercli (intermediate knowledge), vRO - Orchestrator (basic knowledge) & Ansible (basic knowledge)Process & Methods : ITIL, Agile

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations orL3 level support and doing incident and problem management
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.