Job Description

Roles & Responsibilities

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.

Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $4.5 billion.

We are looking for a motivated and detail-oriented VDI Support Specialist to join our Virtual Desktop Infrastructure (VDI) operations team. This role will act as a Citrix L2 Support Engineer, primarily handling incidents and service requests from the Citrix L2 Queue, ensuring stable day-to-day operations and excellent end-user experience.

The ideal candidate will have hands-on experience supporting any VDI-solution, strong troubleshooting skills, and a solid foundation in Windows, networking, and end-user support. This role works closely with L3 Citrix Engineers and other infrastructure teams, escalating complex issues when required and following established runbooks and procedures.

Handle incidents and service requests from the Citrix L2 Queue related to Citrix issues from end user side.
Provide second-line support for end users accessing VDI environments from Windows, ThinClients(eLux) or macOS devices.
Troubleshoot and resolve common VDI issues such as:
- Session launch failures
- Slow connection performance
- Login issues, Profile and user environment problems
- User device OS-level problems
Monitor Citrix environments using tools such as Citrix Director/Citrix Monitor and follow operational dashboards and alerts.
Perform basic administration tasks under approved procedures (user access checks, session management, service restarts).
Perform user-level network troubleshooting related to VDI connectivity (latency, packet loss, access issues).
Work with networking and security teams following defined escalation paths.
Escalate complex or recurring issues to L3 Citrix Engineers with clear troubleshooting details and evidence.
Assist in vendor support cases by collecting logs, reproducing issues, and following guidance from senior engineers.
Contribute to documentation by updating known issues, resolutions, and operational notes.
Participate in shift handovers and knowledge-sharing sessions within the VDI support team.

Operating Systems:
- Troubleshooting skills with Windows OS (Windows 10/11, basic Windows Server concepts).
- Linux and macOS user support experience is a plus.
Networking Basics:
- Understanding of networking fundamentals (IP addressing, DNS, DHCP, OSI model, basic routing concepts).
Support Experience:
- Experience working in a helpdesk, call center, or IT operations environment.
- Familiarity with ITSM processes (incident, problem, and request management).
VDI - nice to have:
- 1 3 years of hands-on experience supporting any VDI solution in an operational role.
- Basic understanding of VDI concepts and components.
- Awareness of user profiles, policies, golden images, and session-based vs persistent desktops.
Communication:
- Good English communication skills (written and spoken).
- Ability to explain technical issues clearly to end users and senior engineers.

Nice to Have

Exposure to Profile Management, or basic NetScaler/ADC concepts.
Experience with monitoring tools (Citrix Director, Zabbix, or similar).
Familiarity with Active Directory (users, groups, GPO basics).
Experience using ITSM tools such as Jira Service Management.

VDI Support Specialist tabby

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