Technical Support Specialist (IGEL)

Job Title: IGEL Technical Support – L2

Location: Brampton -100% in office -5 days

Type -Contract

Role Summary

The IGEL Technical Support – L2 resource will be responsible for building, testing, certifying, deploying, and supporting IGEL OS across on prem and cloud environments. The role focuses on IGEL build lifecycle management, automation, production support, and ensuring compliance with enterprise standards, security, and application compatibility.

Key Responsibilities

1. IGEL Build Creation & Testing

• Develop, create, and validate IGEL OS builds in alignment with Helix enterprise standards.
• Perform functional, performance, and security testing of IGEL builds.
• Certify thin client IGEL builds for production deployment.
• Document build configurations, testing results, and certification artifacts.

2. IGEL OS Updates & Image Management

• Create, test, and certify updated IGEL OS images (patches, hotfixes, and upgrades).
• Ensure compatibility of IGEL OS with Helix applications, VDI platforms, peripherals, and security policies.
• Manage version control, rollback strategies, and release schedules.
• Coordinate with application and security teams during upgrades.

3. IGEL Deployment Automation

• Automate rollout of IGEL builds and OS updates across the enterprise environment.
• Develop and maintain deployment scripts, profiles, policies, and workflows.
• Support zero touch deployment and automated device provisioning.
• Optimize deployment processes for scalability and reliability.

4. IGEL Operations & L2 Support

• Administer and maintain all IGEL infrastructure (on prem and cloud), including IGEL UMS.
• Provide Level 2 technical support for IGEL-related incidents, problems, and service requests.
• Perform root cause analysis (RCA) and support Level 3 teams when required.
• Ensure 24/7 monitoring, alerting, and compliance reporting for IGEL devices.
• Maintain device health, security posture, and configuration compliance.

Required Skills & Experience

• Strong hands-on experience with IGEL OS and IGEL UMS.
• Experience in thin client environments and endpoint management.
• Knowledge of VDI technologies (Citrix, VMware Horizon, Azure Virtual Desktop).
• Experience with OS build management, patching, and image lifecycle.
• Scripting experience (PowerShell, Bash, or similar) for automation.
• Understanding of enterprise security policies, certificates, and authentication.
• Experience in 24x7 production support environments.

Good to Have

• IGEL certifications (e.g., IGEL Certified Professional/Expert).
• Experience with monitoring tools and alerting platforms.
• Exposure to cloud environments (Azure/AWS).
• ITIL process awareness (Incident, Problem, Change Management).