Job Description – L2 VDI Engineer (Citrix / AWS VDI) 

Role Overview 

The L2 VDI Engineer is responsible for supporting, troubleshooting, and maintaining Virtual Desktop Infrastructure (VDI) environments, primarily Citrix (CVAD / DaaS) and evolving toward AWS VDI solutions (WorkSpaces/AppStream 2.0). 

This role focuses on incident resolution, performance optimization, session management, and platform stability, ensuring a seamless end-user experience across virtual desktops and applications. 

Key Responsibilities 

VDI Platform Support (Citrix & AWS) 

• Administer and support: 

• Citrix Virtual Apps & Desktops (CVAD / Citrix DaaS) 

• Citrix components (Delivery Controllers, StoreFront, Citrix Gateway) 

• Support AWS VDI platforms (as applicable): 

• Amazon WorkSpaces 

• Amazon AppStream 2.0 

• Monitor platform health, availability, and performance 

Incident Troubleshooting & Resolution 

• Act as L2 resolver group for VDI-related issues: 

• Session launch failures 

• Login delays and profile issues 

• Application launch failures 

• Printer and peripheral redirection issues 

• Perform root cause analysis for recurring problems 

• Troubleshoot across layers: 

• Endpoint → Network → VDI → Application 

Session & Performance Management 

• Monitor and optimize: 

• Session performance (latency, CPU/memory utilization) 

• User experience (login time, app responsiveness) 

• Analyze: 

• Citrix Director metrics 

• Session logs and performance counters 

• Resolve issues related to: 

• Profile management (FSLogix / Citrix UPM) 

• Session disconnects and instability 

VDI Image & Application Support 

• Support gold image management: 

• Image updates and validation 

• Patch coordination with endpoint/infra teams 

• Assist in application availability within VDI 

• Troubleshoot application compatibility issues in virtual environments 

Access & Connectivity Management 

• Support user access via: 

• Citrix Workspace / Receiver 

• Citrix Gateway (VPN / ICA proxy) 

• Troubleshoot: 

• Authentication issues 

• MFA-related access issues 

• Network-related latency/connectivity problems 

Patch & Maintenance Support 

• Support patching activities for: 

• VDI images (gold/master images) 

• Citrix components (in coordination with L3) 

• Perform validation post-patching 

• Ensure minimal user disruption 

Monitoring & Alert Handling 

• Monitor alerts from: 

• Citrix Director / Studio 

• Infrastructure monitoring tools 

• Identify trends and recurring issues 

• Take proactive actions to prevent incidents 

Collaboration & Escalation 

• Work closely with: 

• L1 teams (triage improvements) 

• L3/SMEs (complex issues) 

• Network, AD, and application teams 

• Escalate with complete diagnostics and logs 

Documentation & Knowledge Management 

• Maintain runbooks, SOPs, and KB articles 

• Document troubleshooting steps and resolutions 

• Contribute to continuous improvement 

Required Skills & Qualifications 

Technical Skills (Core) 

• Strong hands-on experience in: 

• Citrix Virtual Apps & Desktops (CVAD / DaaS) 

• Citrix Director & Studio 

• Good understanding of: 

• Windows OS (VDI environments) 

• Active Directory, GPO 

• Profile management (FSLogix / Citrix UPM) 

VDI & Cloud Exposure 

• Basic exposure to: 

• AWS WorkSpaces / AppStream (preferred) 

• Cloud concepts (AWS basics) 

Troubleshooting Skills 

• Ability to troubleshoot across: 

• Endpoint → Network → VDI → Application layers 

• Familiarity with: 

• Session logs and performance analysis 

• Login performance issues 

Process Knowledge 

• ITIL processes: 

• Incident, Problem, Change Management 

Soft Skills 

• Strong analytical thinking (must connect multiple layers) 

• Clear communication with end users and stakeholders 

• Ability to work in high-pressure environments (VDI outages impact many users) 

Experience & Education 

• 3–6 years of experience in VDI / Citrix support 

• Bachelor’s degree in IT or related field 

• Certifications (good to have): 

• Citrix Certified Associate (CCA-V) 

• AWS Cloud Practitioner (basic)