Responsibilities of the Intern:

Monitor and manage the incident ticket queue to ensure timely assignment and resolution of support requests.
Review all incoming incidents and assign unassigned tickets to the appropriate support resources.
Perform initial triage of tickets to determine severity, impact, and resolution path.
Resolve low-effort incidents during ticket review, including common issues such as VDI restarts, session resets, and basic connectivity issues.
Identify tickets that can be quickly resolved and communicate prioritization recommendations to assigned engineers to improve user experience and reduce resolution times.
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 issues, Profile, application, and session management
Document troubleshooting activities and maintain accurate incident records.
Escalate complex issues appropriately while maintaining ownership through resolution.

Requirements: