Technology Support Engineer

Project Role : Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Microsoft Endpoint Configuration Manager
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Job Summary
We are seeking a forward-thinking professional with AI-first mindset to design, develop, and deploy intelligent frameworks leveraging Generative AI (GenAI) and Agentic AI frameworks within Digital Workplace Platforms. The ideal candidate should have a strong understanding of various Business Functions, a passion for innovation in AI, and rich experience with delivering enterprise grade technology solutions using Gen AI / Agentic AI Frameworks. This role requires the ability to conceptualize and implement AI-driven enhancements to traditional Workplace Endpoint management processes, driving the next generation of enterprise automation and intelligence.
The Infra Engineering Digital Workplace Architect is responsible for designing and implementing the foundational cloud infrastructure for the digital workplace, while developing cognitive workplace solutions that impact end users. The Architect will work closely with cross-functional IT teams, business stakeholders, and vendor partners to deliver secure, scalable, and high-performing solutions that enable seamless end user experience.
Key Responsibilities
- Expected to be a Subject Matter Expert and independently design and implement innovative solutions leveraging GenAI & Agentic architecture and the best of available technologies from Microsoft, Google, Omnissa & AWS and other providers.
- Engage in end-to-end AI-enabled project delivery: requirement gathering, solution design, implementation, testing, and business adoption.
- Work with real-time AI platforms, integrating AI insights into enterprise decision-making workflows
- Should have influencing and advisory skills
- Responsible for team decisions
- Engage with multiple teams and contribute on key decisions
- Expected to provide solutions to problems that apply across multiple teams
- Facilitate workshops and discussions to gather requirements and feedback from stakeholders
- Mentor junior professionals and assist in their development and understanding of application processes
Required Qualifications
- Ability to bridge technical AI concepts with business goals, ensuring timely delivery and stakeholder alignment.
- Hands-on experience in GenAI (LLMs, embeddings, vector databases) and Agentic AI applications (multi-agent systems, planning, reasoning) demonstrated through project implementations
- Strong fundamental knowledge of AI lifecycle, data analysis, statistical concepts of ML algorithms (supervised and unsupervised learning) and AI concepts of NN (Neural Networks) and NLP (Natural Language Processing)
- Designing Copilot prompts and copilots for workplace scenarios orchestrating LangChain RAG workflows grounded in approved content
- Solid grasp of prompt engineering, AI evaluation frameworks, value realization in AI projects
- Experience in Implementing collaboration governance frameworks including retention, compliance, and DLP
- Experience in automation leveraging Devops pipelines and manage CI/CD workflows with tools such as Jenkins, GitLab CI, or GitHub Actions
- Ability to improve the Digital Experience scores for business

Must Have Skills:
- Experienced in architecting & implementing digital workplace platforms that are Citrix Cloud, Azure Virtual Desktops & Windows Cloud PC, VMware Horizon & AWS Workspaces
- Experience in Application Rationalization and categorization
- Should be able to design Scalable Solutions
- Exposure to Entra ID, Ping Identity etc. solutions for Identity and Access management
- Good programming skills and technologies, including PowerShell, Python, Bash, and scripting for automation.
- Experience in REST APIs and Graph APIs for platform integration JSON/YAML for configuration management and automation tools used with M365, Workspace ONE, Intune, Ivanti, Citrix, and related digital workplace platforms.
- Experience in endpoint applications lifecycle management
- Working experience in Digital experience tools like Nexthink, IE Tachyon
- Ability to analyze business requirements and translate them into technical specifications.
- Familiarity with integration techniques and tools within the Workplace Cloud Platforms ecosystem
- Strong problem-solving skills, analytical thinking, and ability to manage complex hybrid environments.
- Should be capable of leading a workshop to establish workplace architecture as well as the security and compliance framework.
- Excellent communication skills.

Certifications (Required / Preferred)
- Microsoft Certified: Intune (MD102) or equivalent endpoint certification (required or within 6 months).
- Microsoft Certified: Agentic AI Business Solutions Architect (AB-100) (currently in beta at the time of writing but required after it becomes generally available)
- Microsoft Certified: Azure Virtual Desktop (AZ-140) (required or within 6 months).
- Microsoft Certified: DevOps Engineer Expert (AZ-400) (required or within 6 months).
- Nexthink certification (preferred).
- Citrix Certified Associate Virtualization
- VMware Certified Advanced Professional Desktop and Mobility Design

Additional Information: -
The candidate should have a minimum of 5-10 years of experience in services with Citrix, Azure, AWS, and Google Cloud.
Resource needs to be AI Ready