3rd Line Analyst – Virtualisation, Workplace Technologies

• Provide 3rd line support for enterprise Virtualisation and Workplace Technology services
• Act as a senior technical escalation point for complex incidents and problems
• Lead root cause investigations and continual service improvement initiatives
• Support service transition and project delivery activities
• Collaborate with customers, vendors and managed service providers
• Produce and maintain technical documentation, procedures and knowledge articles
• Participate in major incident and on‑call support activities where required
• Maintain resilient, secure and high‑performing workplace services

• Must currently hold UK Government Security Clearance (SC) or be eligible and willing to undertake the check
• Strong experience supporting enterprise‑scale Virtual Desktop Infrastructure (VDI), End User Computing (EUC) and virtualisation technologies
• Experience with VMware Horizon View / Horizon 8
• Experience with Citrix Virtual Apps and Desktops (CVAD)
• Experience with Citrix Provisioning Services (PVS)
• Experience with Citrix Machine Creation Services (MCS)
• Experience with FSLogix
• Experience with Microsoft Remote Desktop Services (RDS)
• Experience with Windows 10/11 Enterprise
• Experience with Microsoft Endpoint Management
• Experience with User Environment Management (UEM)
• Experience with App-V and Ivanti App Sense
• Experience with VMware vSphere and VMware Cloud technologies
• Experience with Microsoft Hyper‑V
• Experience with Citrix Hypervisor
• Power Shell scripting and automation
• Disaster Recovery and Business Continuity solutions
• Service Now and ITIL‑based service management
• Experience supporting large‑scale enterprise IT environments
• Excellent problem‑solving and troubleshooting skills
• Strong customer‑facing communication and stakeholder management experience
• Experience working with multiple suppliers, MSPs and third‑party partners
• Ability to communicate effectively with technical and non‑technical audiences
• Experience producing operational and management‑level reporting
• Essential:
  Omnissa Certified Engineer (OCE-H)
• Essential:
  Citrix Certified Professional – Virtualisation (CCP-V)
• Desirable: VMware Certified Professional – VMware Cloud Foundation (VCP‑VCF)
• Simpli Vity experience is desirable

Demonstrates expertise in supporting enterprise‑scale Virtual Desktop Infrastructure (VDI) and End User Computing (EUC) technologies, with a strong focus on service management and technical documentation. Proven ability to lead root cause investigations and collaborate effectively with stakeholders and service providers.

• UK Government Security Clearance (SC)
• Enterprise‑Scale Virtual Desktop Infrastructure (VDI)
• VMware Horizon View / Horizon 8
• Citrix Certified Professional – Virtualisation (CCP-V)
• Power Shell Scripting and Automation

• Citrix Virtual Apps and Desktops (CVAD)
• Citrix Provisioning Services (PVS)
• Citrix Machine Creation Services (MCS)
• FSLogix
• Microsoft Remote Desktop Services (RDS)
• Windows 10/11 Enterprise
• Microsoft Endpoint Management
• User Environment Management (UEM)
• App‑V
• VMware vSphere

• Problem‑Solving
• Troubleshooting
• Customer‑Facing Communication
• Stakeholder Management
• Effective Communication

• Omnissa Certified Engineer (OCE‑H)
• Citrix Certified Professional – Virtualisation (CCP‑V)
• VMware Certified Professional – VMware Cloud Foundation (VCP‑VCF)

• Enterprise IT Environments
• Managed Service Providers (MSPs)
• Technical Documentation
• Service Transition
• Continual Service Improvement

• Service Now
• ITIL-Based Service Management
• Microsoft Hyper‑V
• Citrix Hypervisor
• Disaster Recovery Solutions