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3rd Line IT Operations Engineer
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3rd Line IT Operations Engineer (Citrix)
Location: Milton Keynes (Onsite Monday-Friday)
Travel: Occasional travel to Central London (2-3 days per month)
Salary: £55,000
Contract: Permanent, Full-Time
We're partnering with a well-established retail organisation to recruit a 3rd Line IT Operations Engineer to join their internal IT Service Delivery & Infrastructure team.
This is a fantastic opportunity for an experienced 3rd Line Engineer who enjoys staying hands-on. You'll act as a senior technical escalation point for the Service Desk, supporting a large multi-site environment across retail, warehousing and head office operations.
We're looking for someone who combines strong technical capability with an excellent customer-first approach. You'll spend as much time solving complex technical issues and supporting users as you will working on infrastructure, making this the ideal role for someone who enjoys both technology and people.
Citrix is a key part of the environment, so we're looking for someone with solid experience supporting Citrix platforms alongside Microsoft technologies.
What You'll Be Doing
- Acting as the 3rd Line escalation point for technical incidents and service requests.
- Supporting and administering Citrix environments, resolving user access, performance and platform issues.
- Supporting Microsoft Active Directory, Entra ID and Microsoft 365 services including Exchange, Teams and SharePoint.
- Troubleshooting Windows, macOS and mobile device issues across a multi-site environment.
- Supporting endpoint technologies including laptops, thin clients, printers and peripherals.
- Managing user accounts, permissions, onboarding and offboarding.
- Investigating networking issues including DNS, DHCP and TCP/IP.
- Working closely with Service Desk colleagues to ensure timely resolution of complex incidents.
- Producing technical documentation and contributing to knowledge sharing.
- Identifying recurring issues and supporting continuous service improvements.
- Building strong relationships with colleagues across the business while delivering an exceptional support experience.
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What We're Looking For
You'll have experience working in a 3rd Line Support, IT Operations, EUC or Senior IT Support role and enjoy working in a fast-paced support environment.
You'll also have experience with:
- Strong hands-on Citrix administration and support.
- Active Directory and Microsoft Entra ID.
- Microsoft 365 administration and support.
- Windows desktop and endpoint support.
- Supporting users within a busy, ticket-driven IT environment.
- Excellent troubleshooting and diagnostic skills.
- Outstanding customer service and communication skills.
- Taking ownership of technical issues through to resolution.
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Desirable Skills
- Intune, SCCM, Jamf or other endpoint management platforms.
- PowerShell scripting.
- Cisco or Meraki networking.
- Citrix certifications (CCA or CCP).
- ITIL knowledge or certification.
What's On Offer
- Competitive salary.
- Annual bonus of 10% (up to 20% based on performance).
- 6% employer pension contribution.
- 25 days annual leave plus bank holidays.
- Exposure to a broad range of technologies across retail, logistics and corporate environments.
- A genuinely varied role with plenty of technical ownership.
- Long-term career development within a successful and growing organisation.
If you're an experienced 3rd Line Engineer who enjoys combining technical problem-solving with outstanding customer service, we'd love to hear from you.
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