3rd Line Analyst - Virtualisation & Workplace Technologies

Join a specialist technical team supporting large enterprise and public sector customers. As a Senior 3rd Line Analyst, you’ll provide expert support across Virtualisation and End User Computing environments, acting as a senior escalation point for complex technical issues while helping to drive service improvements and operational excellence. Working closely with customers, suppliers, project teams and service delivery colleagues, you’ll play a key role in maintaining resilient, secure and high-performing workplace services. What you’ll do

• 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 to deliver positive outcomes.
• Produce and maintain technical documentation, procedures and knowledge articles.
• Participate in major incident and on-call support activities where required.

What you’ll need Technical Skills You’ll need to either 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, including:

• VMware Horizon View / Horizon 8
• 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 and Ivanti AppSense
• VMware vSphere and VMware Cloud technologies
• Microsoft Hyper-V
• Citrix Hypervisor
• SimpliVity (desirable)
• 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 both technical and non-technical audiences.
• Experience producing operational and management-level reporting.

Certifications Essential

• Omnissa Certified Engineer (OCE-H)
• Citrix Certified Professional - Virtualisation (CCP-V)

Desirable

• VMware Certified Professional - VMware Cloud Foundation (VCP-VCF)

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business. We’re a place where you can belong With over 21,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong. You’ll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier-free experience. All that matters to us is that you share our vision and values, and bring the skills and experience we need. As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you’ll be guaranteed an interview, and we’re happy to support any reasonable adjustments. Please let us know when you apply. If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!