3rd Line Analyst – Virtualisation & Workplace Technologies

Overview

In this role you provide senior 3rd line support for enterprise VDI and EUC environments, acting as a technical escalation point for complex incidents. You lead root-cause investigations and drive continual service and process improvements, while supporting service transitions and projects. You collaborate with customers, suppliers, and MSPs to ensure resilient, secure, high-performing workplace services, and you contribute to major incident responses and on-call activities. This is a chance to shape critical IT services for large enterprise and public sector customers.

Responsibilities

• Provide 3rd line support for enterprise Virtualisation and Workplace Technology services
• Lead root cause investigations and continual service improvement initiatives
• Support service transition and project delivery activities
• Collaborate with customers, vendors and managed service providers

Key requirements

• UK Government Security Clearance (SC) or eligible and willing to undertake the check
• Extensive experience with enterprise-scale Virtual Desktop Infrastructure (VDI) and End User Computing (EUC)
• Proficiency with VMware Horizon View / Horizon 8, Citrix CVAD, PVS, MCS, FSLogix, RDS, Windows 10/11, MEP, UEM, App-V, Ivanti AppSense, VMware vSphere/Cloud, Hyper-V, Citrix Hypervisor
• Desirable: SimpliVity, PowerShell scripting and automation, DR/BC solutions, ServiceNow and ITIL-based management
• Experience with large-scale IT environments, strong problem-solving, customer-facing communication, and stakeholder management
• Experience working with multiple suppliers, MSPs and third-party partners
• Ability to communicate with technical and non-technical audiences
• Operational and management-level reporting

• customer-facing communication
• stakeholder management
• problem-solving
• VMware Horizon View/Horizon 8
• Citrix Virtual Apps and Desktops
• Citrix PVS

…