Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role Are you ready to embark on a technical adventure and become a hero to our external and internal users? As Technical Support at Kyndryl, you'll be part of an elite team that provides exceptional technical assistance, enabling our clients to achieve their desired business outcomes. You'll be a troubleshooter extraordinaire, diagnosing and repairing complex equipment, software, and systems with ease. Nothing will be too challenging for you to solve as you respond to escalated issues, report critical design flaws, reliability and maintenance problems, and bugs. You'll be the go-to person for our customers who require assistance with highly technical or sophisticated products, as well as for customer installations and training. With your passion for technology, you'll provide world-class support that exceeds customer expectations. As Technical Support, you'll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers' issues are resolved efficiently and effectively. You'll also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives. You will develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of – and taking action on the problem. If you're a technical wizard, a customer service superstar, and have an unquenchable thirst for knowledge, we want you to join our team. Your Future at Kyndryl Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond – taking your future to the next level. With Kyndryl, the sky's the limit. Who You Are Job Description : Role : Workplace Virtualization Services – Azure Virtual Desktop with FSLogix, Microsoft Entra ID, Azure Monitor and Windows 365 This role is performed by technical professionals who have expertise in designing, deploying, operating and supporting Azure Virtual Desktop environments and related Microsoft cloud services. The scope of this job role includes preparation for new or changed virtual desktop services, management of host pools, session hosts, images, user profiles, application delivery, monitoring, security controls, performance optimization and operational support. Individuals in this role apply their technical skills to maintain reliable, secure and scalable virtual desktop services, troubleshoot critical production issues and support client requirements within agreed service levels. Mandatory Skill: Azure Platform Desktop Virtualization Security / Operations Azure Virtual Machines Azure Virtual Desktop Host Pools Microsoft Entra ID / RBAC Azure Storage / Azure Files FSLogix Profile Containers Azure Monitor / Log Analytics Azure Networking / NSG RemoteApp / Application Groups Autoscale / Scaling Plans Azure Image Gallery Windows 11 Multi-session Intune / Defender Language Skills: English Language Core Job Requirements: Extensive expertise in Azure Virtual Desktop administration, including host pools, workspaces, application groups and session hosts. Ability to troubleshoot, identify and resolve virtual desktop, profile, application, connectivity and performance issues. Working with service management requests, incidents and changes, responding and resolving within the required SLA. Interacting with clients to understand business requirements and support secure remote desktop and application delivery. Working knowledge of Azure infrastructure, Windows client/server operating systems, identity, networking, storage and application deployments. Required (Primary) Skills: Azure Virtual Desktop Administration Hands-on experience in Azure Virtual Desktop administration, including pooled and personal host pools, session hosts, workspaces and application groups. Install, configure and maintain scalable and highly available Azure Virtual Desktop environments on Microsoft Azure. Create, update and maintain golden images using Azure Image Gallery, custom images and image management best practices. Deploy and manage session host virtual machines, host pool scaling plans, autoscale settings and Start VM on Connect. Configure and troubleshoot FSLogix profile containers using Azure Files or Azure NetApp Files storage options. Configure user assignments, RemoteApp publishing, desktop application groups and workspace access. Manage Microsoft Entra ID, Active Directory, RBAC, Conditional Access, MFA and identity-based access controls for AVD users. Configure Azure networking components including virtual networks, subnets, network security groups, routing and firewall rules. Monitor AVD health and performance using Azure Monitor, Log Analytics, diagnostic settings and native AVD insights. Troubleshoot user login failures, disconnected sessions, profile load issues, latency, application launch failures and session host availability issues. Perform daily administration, patching, image updates, host maintenance, security configuration and service improvements. Support Windows 10/11 Enterprise multi-session, Windows Server session hosts and Microsoft 365 Apps in virtual desktop environments. Participate in capacity planning, cost optimization, performance tuning, BCP/DR planning and operational readiness activities. Advanced troubleshooting skills and ability to resolve issues as per agreed SLA. Participate in after-hours on-call support rotation and collaborate with Microsoft support for critical production issues when required. Azure Platform, Security and Automation Administration and troubleshooting of Azure compute, storage, networking, identity and governance components used by AVD. Perform daily administration, maintenance, upgrades, patching, host pool updates and security hardening activities. Configure Azure Virtual Networks, private endpoints, NSGs, DNS, routing, VPN/ExpressRoute connectivity and firewall access where required. Implement monitoring, alerting, logging and reporting using Azure Monitor, Log Analytics and AVD Insights. Manage backup, recovery, high availability and disaster recovery requirements for AVD supporting services. Use PowerShell, Azure CLI, ARM templates, Bicep or Terraform for deployment automation and repeatable operations. Optimize compute, storage and session density to improve user experience and reduce operational cost. Preferred Skills: Windows Client, Server and Endpoint Management Manage and monitor Windows 11 Enterprise multi-session, Windows Server and Microsoft 365 Apps in AVD environments. Implement, manage, monitor and troubleshoot Active Directory, Microsoft Entra ID, Group Policy, Organizational Units, Certificates, DHCP and DNS. Experience with Microsoft Intune, endpoint compliance, application deployment, Defender for Endpoint and Windows update management. Knowledge of printer configuration, profile management, application compatibility and end-user experience optimization in virtual desktop environments. Monitoring, Reporting and Operational Excellence Implement, manage and monitor AVD infrastructure using Azure Monitor, Log Analytics, diagnostic settings and AVD Insights. Maintain operational documentation, runbooks, knowledge articles, SOPs and service improvement plans. Good understanding of ITIL processes, ServiceNow or similar ticketing tools, change management and incident management. Relevant certifications such as Microsoft Certified: Azure Virtual Desktop Specialty, Azure Administrator Associate or equivalent certification are preferred. Sr, SME / Architect – Azure Virtual Desktop: Design end-to-end Azure Virtual Desktop solutions aligned with business requirements, security standards, user personas, application needs and operational objectives. Define architecture for host pools, session host sizing, image management, FSLogix profile storage, networking, identity, access controls, monitoring and backup requirements. Develop high-level and low-level design documents, build guides, migration plans, operational handover documents and architecture decision records. Establish best practices for resilience, scalability, security, conditional access, data protection, cost governance and user experience optimization. Lead solution reviews, technical workshops, design discussions, proof of concepts and transition planning with clients and internal stakeholders. Provide architecture guidance for integration with Microsoft Intune, Microsoft Defender, Microsoft Entra ID, Azure Monitor, Log Analytics, Azure Files, Azure NetApp Files and automation platforms. Ensure solution designs meet enterprise standards for availability, performance, compliance, supportability, operational readiness and long-term service improvement. •12+ years of experience in Customer Service or Technical Support •Experience with Virtualization techn and Azure technologies Preferred Technical and Professional Experience Azure Virtualization desktop Being You The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way. What You Can Expect Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best. From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth. We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success. We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next. Get Referred! If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.