Sr Applications Engineer

Who is Gen II?

With more than 1,900 employees and offices in the U.S., Canada, the UK, and Europe, we’re looking for do-ers, problem-solvers, and entrepreneurs like you who want to make an impact in our industry, grow with us, and create a community where everyone thrives.

Careers mean more at Gen II – more opportunity, more innovation, and more ideas! You’ll have the opportunity to grow in ways that are meaningful to you and work alongside some of the best people in their field. You’ll also receive training which will advance your skill set, both technically and personally allowing you to achieve your career aspirations with us.

Be part of our community that recognizes achievements, promotes from within, and receive meaningful benefits which focus on your physical, mental and financial well-being.

The Senior Applications Engineer maintains the reliability, security, and performance of core business systems and end-user computing environments. The role combines hands‑on systems administration with first‑and second‑line Service Desk support for Virtual Desktop Infrastructure (VDI) environments, helping users stay productive while keeping the estate supportable, secure, and compliant with regulatory requirements.

• Administer and maintain Windows Server, Active Directory, and Microsoft Entra , including user, group, and licence management.
• Support application and database platforms, including troubleshooting connectivity, performance, and availability issues.
• Carry out routine maintenance, patching, and change activities in line with approved change management procedures.
• Monitor systems and respond to alerts, escalating and documenting issues as required.
• Support in the administration of key Global Gen II Platforms, such as

• Provide Service Desk support for VDI users, including Omnissa Horizon sessions, thin clients, and remote desktop access.
• Diagnose and resolve VDI issues such as session connectivity, profile problems, display and peripheral faults, and application performance within virtual desktops.
• Troubleshooting for thin client hardware and configuration, including standardised builds and firmware-related issues.
• Support conferencing and collaboration tools within VDI environments, such as Zoom and Teams, and resolve audio, video, and redirection issues.
• Escalate complex or systemic VDI issues to the infrastructure team, and communicate clearly with affected users and stakeholders during incidents.
• Contribute to VDI knowledge base articles, runbooks, and user guidance.

• Work within Service Now to manage incidents, service requests, and problem records in line with agreed SLAs.
• Maintain accurate CMDB and asset records for supported systems.
• Contribute to service reporting and trend analysis to identify recurring issues and improvement opportunities.

• Support audit and compliance activities, including evidence gathering for ISO 27001 and SOC 1 controls.
• Document procedures, configurations, and changes to meet internal governance and regulatory expectations.
• Identify opportunities to automate routine tasks, using Power Shell, scripting, or Graph API where appropriate.
• Support migrations and platform changes, including end‑user communication and post‑change support.

• 3 or more years of experience in systems administration or technical support within an enterprise environment.
• Experience supporting end users in a Service Desk or service management environment, ideally using Service Now.
• Working knowledge of Power Shell for administration and automation.
• Strong troubleshooting skills with…