Computacenter
3rd Line Analyst - Virtualisation & Workplace Technologies
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Life on the team
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.
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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.
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Experience & Attributes
- 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)
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