Level 2 IT Engineer - Azure Virtual Desktop (AVD)

Stasmayer is seeking a skilled and motivated Level 2 IT Engineer with a strong focus on Azure Virtual Desktop (AVD) to join a high-performing support team. This role provides technical support to both external clients and internal staff, with primary responsibility for maintaining, securing, and optimizing AVD environments alongside broader IT support duties., The Level 2 IT Engineer is responsible for diagnosing and resolving complex issues within the IT support environment, with particular emphasis on Azure Virtual Desktop host pools, session hosts, and end-user virtual desktop experience, including handling escalated tickets from lower support tiers. This role requires consistently delivering high-quality service while meeting defined service standards and performance metrics such as response time, resolution time, and customer satisfaction. In addition to hands-on support, the position leverages automation and AI-driven tools to improve efficiency, reduce repeat incidents, and streamline common support scenarios across all clients, with a focus on scaling and optimizing AVD deployments.

Principal Responsibilities

• Deploy, configure, and support Azure Virtual Desktop (AVD) environments, including host pools, session hosts, workspaces, application groups, and RemoteApp publishing using Nerdio as the preferred tool for this purpose.
• Manage and troubleshoot FSLogix profile containers and Azure Files / Azure NetApp Files storage used for user profile management in AVD
• Build, maintain, and update golden images and session host templates for AVD multi-session Windows 10/11 deployments
• Configure and monitor autoscale / scaling plans to optimize AVD compute costs and performance
• Support Microsoft Entra ID (Azure AD) join, hybrid join, and Entra ID Connect configurations for AVD identity and access
• Manage AVD endpoint configuration, policies, and application deployment through Microsoft Intune
• Troubleshoot AVD connectivity, RDP Shortpath, latency, and session performance issues across client networks
• Provide Level 2 technical support for client systems, including workstations, servers, and line-of-business applications
• Troubleshoot and resolve network, connectivity, and performance issues across wired and wireless environments
• Handle escalated support requests from Level 1 technicians and drive issues to resolution
• Utilize RMM (Remote Monitoring and Management) tools to proactively monitor, troubleshoot, and remediate issues
• Meet or exceed internal Service Level Agreements (SLAs), maintaining 80% attainment or higher
• Respond to and resolve incidents in accordance with defined SLA targets and operational standards
• Accurately document work performed and record time entries daily in the PSA (Professional Services Automation) system
• Identify opportunities to reduce repeat incidents through improved processes, automation, and AI-enabled tooling

• Hands-on experience deploying and administering Azure Virtual Desktop, including host pool creation, session host management, and workspace/application group configuration (required)
• Working experience with FSLogix profile containers and Azure Files/Azure NetApp Files for AVD profile storage
• Working knowledge of Microsoft Entra ID (Azure AD), including hybrid identity and conditional access as it relates to AVD
• Experience with Microsoft Intune for endpoint management and policy deployment to AVD session hosts and physical devices
• Understanding of Azure networking fundamentals (VNets, NSGs, private endpoints, VPN/ExpressRoute) as applied to AVD
• Prior help desk or technical support experience, or equivalent hands-on IT experience
• Proven ability to manage and prioritize multiple customer requests throughout the day
• Professional demeanor with a strong focus on customer satisfaction
• Excellent written and verbal communication skills
• Experience with wireless access point (AP) networking and troubleshooting
• Hands-on experience deploying and supporting Windows Server and Windows desktop operating systems
• Experience configuring and troubleshooting networking and security devices (Cisco, SonicWALL, WatchGuard, HP, or comparable platforms)
• Experience supporting Microsoft 365 environments, including M365 administration and troubleshooting
• Experience with virtualization platforms such as VMware and Hyper-V
• macOS support experience is a plus
• Experience supporting medical or law firm IT environments is a plus

Essential Interpersonal & Professional Skills

• Strong interpersonal skills with the ability to build trust and rapport with clients and colleagues
• Positive, team-oriented attitude with a commitment to professionalism
• Customer-first mindset and a desire to continuously improve the client experience
• Ability to proactively communicate status updates and clearly set expectations with clients
• Strong problem-solving skills, with the ability to analyze complex issues and evaluate multiple solutions
• Exceptional organizational skills and attention to detail
• Ability to multitask effectively and work efficiently in a fast-paced environment
• Composed, level-headed, and professional under pressure or during high-impact incidents
• Commitment to quality, accountability, and continuous improvement

Certifications

• Microsoft Certified: Azure Virtual Desktop Specialty (AZ-140) - required, or must be obtained within the first 6 months of employment
• Microsoft Certified: Azure Administrator Associate (AZ-104) - strongly preferred
• Microsoft Certified: Endpoint Administrator Associate (MD-102) - preferred, covers Intune and modern endpoint management
• Microsoft Certified: Identity and Access Administrator Associate (SC-300) - a plus, relevant to Entra ID/AVD identity
• Microsoft 365 Certified: Administrator Expert (MS-102) or equivalent M365 certification - a plus
• A successful candidate may have, but is not required to have, one or more of the following CompTIA certifications: A+, Network+, Security+
• A successful candidate may have, but is not required to have, other industry-standard certifications in networking, virtualization (e.g., Citrix CCA-V), or product-specific technologies

Essential Physical & Work Requirements

• Ability to lift and carry equipment weighing up to 50 pounds
• Ability to stand, bend, climb, and perform physical tasks for extended periods, up to a full workday as needed
• Ability to work on ladders and safely access equipment in various physical environments
• Ability to operate computers, tools, and other equipment required to perform job duties
• Ability to process information efficiently using computer systems and related technology
• Ability to read, write, and communicate effectively in English to accurately complete documentation and interact with clients and team members
• Ability to communicate courteously and professionally with customers, employees, and vendors
• Ability to work flexible hours or varied schedules when required to support operations

Pulled from the full job description Referral program 401(k) Health insurance Retirement plan 401(k) matching Paid time off Vision insurance, This role offers opportunities for technical growth, exposure to advanced Azure and AVD infrastructure, and advancement within the organization. Industry certifications are promoted and valued, and every tech has a personal learning pathway to get additional industry certifications, including Microsoft Azure and AVD credentials.

Stasmayer is a culture of caring. A company with a purpose and a drive to serve their customers and team members. Every team member is resourced to perform their role well.

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance