3rd Line Analyst – Virtualisation, Workplace Technologies

Jobtailor; Nottingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

Jobtailor is seeking a senior 3rd line support engineer for enterprise VDI/EUC and workplace technology services in the UK. You will act as a senior escalation point for complex incidents, lead root-cause investigations and drive continual service improvement while supporting service transitions and project delivery.

You will collaborate with customers, vendors and MSPs, and maintain thorough technical documentation and knowledge articles.

Qualifications

• 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) and End User Computing (EUC) 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 AppSense
• Experience with VMware vSphere and VMware Cloud technologies
• Experience with Microsoft Hyper-V
• Experience with Citrix Hypervisor
• PowerShell scripting and automation
• Disaster Recovery and Business Continuity solutions
• ServiceNow 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)
• SimpliVity experience is desirable

Responsibilities

• 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

Skills

3rd line support

Enterprise VDI

VMware Horizon View

Horizon 8

Citrix CVAD

PVS

MCS

FSLogix

RDS

PowerShell

Problem-Solving

Stakeholder Mgmt

On-call Support

ServiceNow

ITIL

VMware vSphere

Hyper-V

Tools

VMware Horizon View

Citrix Virtual Apps and Desktops

Citrix Provisioning Services

Citrix Machine Creation Services

FSLogix

RDS

PowerShell

VMware vSphere

Hyper-V

Job description

• 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

Requirements

• 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 AppSense


• Experience with VMware vSphere and VMware Cloud technologies


• Experience with Microsoft Hyper‑V


• Experience with Citrix Hypervisor


• PowerShell scripting and automation


• Disaster Recovery and Business Continuity solutions


• ServiceNow 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)


• SimpliVity experience is desirable

Core Competencies

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.

Highest‑signal resume keywords

• UK Government Security Clearance (SC)


• Enterprise‑Scale Virtual Desktop Infrastructure (VDI)


• VMware Horizon View / Horizon 8


• Citrix Certified Professional – Virtualisation (CCP-V)


• PowerShell Scripting and Automation

ATS Optimization Keywords

Hard Skills

• 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

Soft Skills

• Problem‑Solving


• Troubleshooting


• Customer‑Facing Communication


• Stakeholder Management


• Effective Communication

Certifications & Qualifications

• Omnissa Certified Engineer (OCE‑H)


• Citrix Certified Professional – Virtualisation (CCP‑V)


• VMware Certified Professional – VMware Cloud Foundation (VCP‑VCF)

Industry Keywords

• Enterprise IT Environments


• Managed Service Providers (MSPs)


• Technical Documentation


• Service Transition


• Continual Service Improvement

Tools & Technologies

• ServiceNow


• ITIL-Based Service Management


• Microsoft Hyper‑V


• Citrix Hypervisor


• Disaster Recovery Solutions