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

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