Citrix 3rd Line Technical Analyst (Workplace virtualisation)


Tom Phipps

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A Citrix 3rd Line Analyst will provide specialised support alongside the designing, developing, and deploying of Citrix and Microsoft Desktop Virtualisation technologies on large corporate infrastructures. Liaising closely with senior stakeholders across the business and customer base will be a frequent occurrence in order that detailed technical requirements are understood and delivered within agreed service levels and established processes.

The analyst should have extensive experience servicing large corporate infrastructure which should encompass mainly Citrix and Microsoft Desktop Virtualisation technologies.


  • Ensuring technical incidents / requests are adequately fulfilled and resolved in accordance with Computacenter’s established policies and procedures
  • Contributing to the writing and management of technical documentation in the form of designs, procedures, and knowledge articles
  • Expected to proactively act upon service improvement opportunities
  • Expected to possess adequate knowledge of Wintel supported products and act as a point of escalation for technical issues and queries
  • Stakeholder engagement will be key, and you will establish and maintain good relationships within Managed Services, additionally interacting with other teams, as and when required
  • Operating in a senior capacity, you will often be leading and positively representing the Wintel Service Line in key technical decisions with a view to acting upon agreed solutions
  • Accountable for service transition activities, ensuring that solutions are technically viable and supportable


The analyst should have had exposure to legacy and current Desktop Virtualisation technologies including Citrix App and Desktop Virtualisation, Provisioning Services, Machine Creation Services, Microsoft Terminal Services, RDSH etc. Also fluent in Microsoft technologies including Group Policy, Windows Server, Windows Desktop etc.

Supporting technologies such as VMWare vSphere, Citrix Hypervisor and Microsoft Hyper-V also desirable.

The Analyst will also have had some previous experience in providing the following:

Provide innovative technical solutions to complex hardware/software problems

  • Provide detailed and effective communication to internal team and clients.
  • Schedule and coordinate installation and maintenance of standard software/hardware for large scale desktop virtualisation technologies and ensure compatibility of hardware/software
  • Understand SLAs in a production environment and proactively strive to meet the commitments.
  • Work with event and incident management, Service Desk, and other technical teams when sensitive issues arise or a major problem is suspected.
  • Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues. Follow through on issues with vendors for a timely resolution.
  • Providing rota based Out-Of-Hours Support for Major Incidents in a 3rd line capacity

Technical Skills Required:

They will have experience of desktop virtualisation management toolsets including but not limited to:

  • Provisioning Services vDisk management, including build, maintenance, patch management.
  • Citrix App and Desktop provision and maintenance of shared pooled and persistent desktop models.
  • Citrix App and Desktop administration, build, management, maintenance and patching.
  • Ivanti Appsense.
  • Management of Microsoft App-V.
  • Logon Script, Group Policy maintenance using standard toolsets.
  • End-user application installations, maintenance and troubleshooting.
  • Patch management
  • Ability to lead on small to medium project deliverables to a set project plan.

Other Desirable Skills:

Other experience would include, but not be limited to the following:

  • Ad-hoc and scheduled VMware task management
  • PowerShell script creation / maintenance for automating tasks
  • Preparing Virtual Machines
  • VCE vBlock/Cisco UCS technologies
  • VMware vShpere, Citrix Hypervisor, Microsoft Hyper-V
  • Microsoft SCCM
  • BMC Tooling

If you wish to apply for this position, please email us at