Eaton Hiring Apprentice IT Development Program (Pune) | Apprentice Role

What you'll do

The End User Compute Operations role is responsible for monitoring, triaging, assigning, and resolving end-user computing incidents across virtual desktop environments. It is an operational position focused on keeping systems stable, improving user experience, and driving ongoing service improvements across Azure Virtual Desktop (AVDI), Citrix, and Windows 365 environments. The engineer will manage incident queues, coordinate communications during critical outages, and look for ways to raise first-level resolution rates.

Incident Management and Queue Oversight

• Monitor and manage the incident ticket queue so support requests are assigned and resolved on time.
• Review incoming incidents and assign unassigned tickets to the right support resources.
• Perform initial triage to determine severity, impact and resolution path.
• Resolve low-effort incidents during ticket review, such as VDI restarts, session resets and basic connectivity issues.
• Identify tickets that can be resolved quickly and recommend prioritization to assigned engineers to improve user experience and reduce resolution times.

Technical Support and Resolution

• Investigate, troubleshoot and resolve incidents related to Azure Virtual Desktop (AVDI), Citrix Virtual Apps and Desktops, Windows 365 Cloud PC, virtual desktop performance and connectivity, user access and authentication, and profile, application and session management.
• Document troubleshooting activities and keep incident records accurate.
• Escalate complex issues appropriately while keeping ownership through resolution.