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 Machine Creation Services (MCS)
• FSLogix
• Microsoft Remote Desktop Services (RDS)
• Windows 10/11 Enterprise
• App-V and Ivanti AppSense
• VMware vSphere and VMware Cloud technologies
• Microsoft Hyper-V
• SimpliVity (desirable)
• PowerShell scripting and automation
• Disaster Recovery and Business Continuity solutions
• ServiceNow and ITIL-based service management.

Experience & Attributes

• 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

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