SC Cleared Third Line Citrix SME

Key Responsibilities

• Provide Third Line technical support for complex incidents and problem records
• Act as a technical SME across Citrix Virtual Apps and Desktops, Citrix Cloud and NetScaler ADC
• Lead the diagnosis and resolution of complex Citrix and infrastructure issues
• Manage and optimise Citrix policies, profiles and user experience
• Support patching, upgrades and migrations across Citrix components
• Carry out root cause analysis and proactive/reactive problem management
• Contribute to technical assurance and defect resolution
• Work with architecture and engineering teams on Citrix solutions and infrastructure improvements
• Collaborate with wider technical teams and customer stakeholders
• Maintain strong customer service while working within established ITIL and service management processes

Essential Skills & Experience

• Proven commercial experience working in a Third Line Support / Third Line Infrastructure role
• Strong hands-on experience with Citrix Virtual Apps and Desktops (XenApp/XenDesktop)
• Strong knowledge of Citrix Cloud
• Strong experience with NetScaler ADC
• Experience with Citrix Workspace Environment Management (WEM)
• Strong experience with Windows Server
• Experience with Active Directory and Group Policy
• Experience with FSLogix
• Strong understanding of ITIL processes and enterprise support models
• Experience with virtualisation technologies including VMware, Hyper-V or XenServer
• Experience supporting Windows 10 and Windows 11
• Strong troubleshooting and problem-solving skills
• Ability to take ownership of complex technical issues through to resolution
• Q1 Security Clearance - essential
• Sole UK nationality - essential

Desirable

• Experience supporting secure or restricted environments
• Defence or government infrastructure experience
• Experience with Ivanti
• Experience with SysTrack or Nexthink – training can be provided
• Knowledge of secure client solutions