Senior Associate IS Engineer

What you will do

Lets do this. Lets change the world.

Role Description:

Amgens Virtual Desktop Infrastructure (VDI) service maintains a growing fleet of more than eight thousand desktop instances supporting a broad range of requirements. The Sr VDI Support Engineer will be the primary end-user support contact for the service. The individual in this role will be responsible for diagnosing and resolving Virtual Desktop related issues affecting end users, managing virtual desktops, and proactively monitoring service health. They will work closely with the Virtual Desktop System Owner and Service Owner to troubleshoot complex issues and continually refine support processes and related documentation.

Roles & Responsibilities:

• Provide VDI specific end user support for hardware, software, and network related issues, escalating to the Virtual Desktop System Owner and Service Owner as necessary
• Respond to service requests and incidents, ensuring timely resolution and high user satisfaction
• Perform Virtual Desktop service operations including provisioning, termination, upgrades, and region migration
• Coordinate support activities with the Amgen Service Desk and other teams
• Track incidents, service requests, and related resolutions using the service management system
• Participate in automation design to enhance service management and improve end user experience
• Create and maintain comprehensive documentation of common issues, solutions, and user guides
• Mentor and provide guidance to junior support staff

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.

Basic Qualifications:

• Masters degree and 1 to 3 years of Computer Science, IT or related field experience OR
• Bachelors degree and 3 to 5 years of Computer Science, IT or related field experience OR
• Diploma and 7 to 9 years of Computer Science, IT or related field experience
• Proficiency in advanced desktop computer hardware and software troubleshooting in an enterprise Windows 10/11 environment
• Excellent customer service and communication skills
• Extensive knowledge of IT systems, including operating systems, software applications, hardware components, and network infrastructure

Preferred Qualifications:

• Experience managing one or more Virtual Desktop solutions, including Microsoft W365, Amazon WorkSpaces, Citrix Virtual Apps & Desktops, or VMware Horizon (W365 Preferred)
• Experience with desktop management software (Microsoft Intune preferred)
• Strong analytical and problem-solving skills
• Strong knowledge of IT service management practices and tools
• Ability to manage multiple priorities and work under pressure
• Experience in identifying and implementing process improvements to enhance support operations
• Proficiency in creating and maintaining customer facing documentation

Soft Skills:

• Excellent verbal and written communication skills
• High degree of initiative and self-motivation
• Ability to successfully manage multiple priorities
• Comfortable working both independently and in a team environment

Work Hours: This position requires you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required. Potential Shifts (subject to change based on business requirements): Second Shift: 2:00pm 10:00pm IST; Third Shift: 10:00 pm 7:00 am IST.