Subject Matter Expert (Support&Ops)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Cloud Engineering

In short

HCLTech is seeking an experienced Azure Virtual Desktop (AVD) L3 Support Engineer in Chennai, Tamil Nadu. This role involves providing advanced technical support, managing complex AVD environments, and ensuring the availability, performance, and security of virtual desktops. The ideal candidate will have strong AVD expertise, troubleshooting skills, and experience with Azure infrastructure and automation.

Responsibilities

Own complex AVD incidents escalated by L1/L2 teams.
Administer and troubleshoot host pools, session hosts, application groups, and workspaces.
Manage FSLogix profile containers and associated storage dependencies.
Maintain standardized session host images, application configurations, and patching.
Analyze resource utilization and optimize performance and cost efficiency.
Use Azure Monitor, Log Analytics, and AVD Insights for incident investigation.
Troubleshoot identity, authentication, Group Policy, DNS, network connectivity, and storage access issues.
Develop and maintain PowerShell automation for operational tasks.
Lead technical investigations during major incidents and document root causes.
Implement approved changes with impact assessments and validation plans.
Support security hardening, vulnerability remediation, and audit evidence.
Maintain runbooks, architecture records, troubleshooting guides, and knowledge articles.
Provide technical guidance and knowledge transfer to L1/L2 support teams.

Requirements

AVD expertise: Strong hands-on experience administering and troubleshooting pooled and personal host pools, session hosts, application groups, workspaces, RemoteApp, load balancing, and scaling plans.
Windows and application support: Advanced troubleshooting of Windows desktop and multi-session environments, Microsoft 365 applications, application compatibility, policies, services, and operating system performance.
Profile and storage management: Practical expertise in FSLogix, profile containers, Azure Files or equivalent supported profile storage, access permissions, and storage performance diagnostics.
Azure infrastructure: Working knowledge of Azure virtual machines, virtual networks, network security groups, DNS, routing, storage, Azure Compute Gallery, and resource management.
Identity and security: Understanding of Active Directory Domain Services, Microsoft Entra ID, supported device join models, role-based access control, multifactor authentication, and Conditional Access dependencies.
Monitoring and diagnostics: Ability to correlate AVD diagnostics, Windows event logs, Azure Monitor metrics, and Log Analytics data; working knowledge of Kusto Query Language (KQL).
Automation: Strong PowerShell scripting skills.
Service management: Strong incident, problem, change, and major incident management practices, including evidence-based root cause analysis and service-level awareness.
Communication: Clear spoken and written English, concise technical documentation, and the ability to explain business impact, recovery progress, and technical recommendations to stakeholders.

Desired Qualifications

Familiarity with Azure CLI and infrastructure-as-code tools such as Bicep or Terraform is desirable.
Experience with image lifecycle management, patch deployment, application delivery, and tools such as Microsoft Intune or Configuration Manager where applicable.
Relevant qualification in information technology, computer science, engineering, or equivalent practical experience.
Demonstrated enterprise virtual desktop support experience, including hands-on AVD administration and independent resolution of L3-level escalations.
Microsoft Certified: Azure Virtual Desktop Specialty (AZ-140); Azure administration and ITIL certifications are additional advantages.
Availability for agreed rotational shifts, on-call support, major incident response, and planned maintenance outside normal business hours.
Ability to meet the designated work location, onsite/hybrid/remote model, and client support time-zone requirements.
Compliance with change approvals, information security procedures, confidentiality requirements, and accurate ticket and configuration documentation.
Ability to work effectively with distributed support teams, platform specialists, application owners, and vendor support.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

AVDPowerShellAzure MonitorLog AnalyticsFSLogixMicrosoft 365Active DirectoryMicrosoft Entra IDKusto Query Language (KQL)Azure CLIBicepTerraformMicrosoft IntuneConfiguration Manager

#Azure#AVD#L3 Support#FSLogix#PowerShell#Automation#IT Operations

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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