L3 Support Engineer (Omnissa / VMware Horizon)

We are seeking a highly skilled L3 Support Engineer with 8+ years of total IT Infrastructure experience and 4+ years of deep expertise in the Omnissa Horizon suite and enterprise VDI environments. This role involves end-to-end hands-on deployment, advanced troubleshooting, and creating architectural documentation (HLD/LLD).

As an L3 leader, you will act as a key technical interface for clients and third-party vendors while mentoring junior team members.

• Location: Remote, India
• Work Shifts: US and UK shifts (based on organizational needs); rotational on-call/night shifts required.

Key Responsibilities:

• L3 Escalation & Diagnostics: Provide top-tier support for the Horizon Suite, diagnosing deep system infrastructure issues and troubleshooting complex user-level problems.
• Vendor & Stakeholder Interface: Act as the primary technical interface with customers, third-party OEMs, and hardware vendors. Open and manage technical escalation calls directly with Microsoft, VMware/Omnissa, and other partners.
• Documentation: Design, review, and maintain comprehensive HLDs, LLDs, and solution architectures for enterprise VDI expansion.
• Operations & Automation: Conduct regular log analysis and write basic scripts to automate routine operations and system health checks.
• Team Mentorship: Lead technical sessions and mentor L1/L2 support team members to elevate the team's overall technical delivery.

Technical Skill:

• VDI & EUC Expertise: Extensive hands-on experience (4+ years) with Omnissa Horizon product suite (formerly VMware Horizon), Omnissa Workspace ONE Access, and Omnissa DEM (Dynamic Environment Manager).
• Cloud & Virtualization: Strong engineering knowledge of Hybrid Cloud architectures across AWS, Azure, and On-Premises vSphere / ESXi.
• Deployment & Design: Proven track record of handling large-scale Horizon infrastructure deployments and creating HLD (High-Level Design), LLD (Low-Level Design), and solution documents.
• Core Networking: Deep foundation in TCP/IP, LAN technologies, network switching, routing, and DNS.
• Systems Administration: Expert-level Windows Server Administration, advanced diagnostics, log analysis, and troubleshooting skills.
• Infrastructure: Solid hands-on experience with Hyperconverged Infrastructure (HCI).
• Automation: Basic scripting skill sets to automate daily operations and streamline tasks.

Preferred Certifications:

• VMware VCAP / VCIX (Desktop & Mobility)
• Omnissa Horizon Certification
• AWS or Azure Solutions Architect

Soft Skills :

• Good/Excellent Communication Skills (Speak, Read, Write)
• Report Writing
• Analytical & problem-solving skills
• Good presentation skills
• Willingness to Continually Learn
• Team Player & People Management