Hosted Virtual Desktop (HVD) Service Improvement Engineer

We are seeking a Senior Hosted Virtual Desktop (HVD) Service Improvement Engineer to drive operational excellence and end-user experience improvements across a large-scale Omnissa Horizon environment.

This role is not a traditional VDI administrator focused solely on infrastructure support. Instead, the engineer will act as a service improvement leader responsible for identifying recurring user issues, analyzing service desk and telemetry data, determining root causes, implementing corrective actions, and measuring the impact on ticket volume and user experience.

The ideal candidate is a highly analytical troubleshooter who can leverage logs, telemetry, service desk trends, and infrastructure knowledge to solve complex problems affecting thousands of users. Success in this role is measured by reducing recurring incidents, improving platform stability, and enhancing the overall virtual desktop experience. What You'll Do Service Improvement & Root Cause Analysis

• Analyze thousands of HVD-related incidents to identify recurring patterns and systemic issues.
• Use service desk data, telemetry, logs, and monitoring tools to uncover root causes of recurring user problems.
• Differentiate between resolving individual incidents and eliminating the underlying causes driving ticket volume.
• Develop hypotheses, validate findings, implement fixes, and measure effectiveness through ticket reduction and service improvement metrics.
• Drive continuous improvements that reduce support costs and improve user productivity.

Omnissa Horizon Support & Troubleshooting

• Provide advanced support for Omnissa Horizon environments.
• Troubleshoot complex issues involving:

• Persistent and non-persistent desktops
• Login failures and delays
• Session disconnects
• Black screens and display issues
• Resource exhaustion and performance degradation
• Client connectivity problems
• User profile issues

• Support Windows-based virtual desktop environments and endpoint integration.

Telemetry, Monitoring & Analytics

• Leverage telemetry, monitoring platforms, logs, and service desk reporting to understand platform health and user experience.
• Use tools such as Splunk and other monitoring platforms to investigate issues that may not be visible through traditional monitoring.
• Correlate user-reported symptoms with infrastructure, application, network, and endpoint data.

Cross-Functional Collaboration

• Partner with:

• Virtual desktop engineering teams
• Infrastructure teams
• Security teams
• Network teams
• Endpoint teams
• Application owners
• Vendor support organizations

• Lead troubleshooting efforts across multiple support domains to identify ownership and coordinate resolution.
• Advocate for fixes and improvements with internal teams and external vendors.

Engineering & Operational Support

• Support Horizon clients and related components.
• Assist with validation of changes, upgrades, patches, and platform enhancements.
• Participate in testing and rollout activities for new client versions, endpoint technologies, and HVD improvements.
• Support operational ownership of the HVD service and user experience.

Automation & Scripting

• Utilize PowerShell and other scripting tools to accelerate troubleshooting, data collection, testing, and validation activities.
• Develop simple automation where appropriate to support operational improvement initiatives.

• 5+ years supporting enterprise virtual desktop environments.
• Hands-on experience with VMware Horizon and/or Omnissa Horizon.
• Experience troubleshooting complex end-user computing (EUC) or virtual desktop issues in production environments.
• Experience performing root cause analysis across multiple technology domains.

Technical Skills

• Strong knowledge of:

• Omnissa Horizon / VMware Horizon
• Virtual desktop technologies
• Windows desktop operating systems
• Active Directory
• DNS
• DHCP
• Group Policy (GPO)

• Experience supporting:

• Persistent and non-persistent VDI environments
• Horizon clients
• Windows endpoints

Troubleshooting & Analytics

• Proven ability to:

• Analyze large volumes of incident data
• Use logs and telemetry to identify root causes
• Work through ambiguous issues where monitoring tools do not clearly indicate the problem
• Investigate issues spanning infrastructure, security, networking, endpoint, and application layers

Scripting

• Working knowledge of PowerShell.
• Ability to read, modify, and execute scripts used for troubleshooting, data collection, and operational tasks.

Communication & Collaboration

• Ability to coordinate investigations across multiple technical teams.
• Strong communication skills with both technical and non-technical stakeholders.
• Comfortable engaging vendors to drive timely resolution of product issues and enhancements.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at