Role Overview
We are looking for an experienced and highly skilled Third Line Citrix Subject Matter Expert (SME) to join our onsite support team.
Servicing as a key technical authority for our Citrix infrastructure, you will play a crucial role in maintaining platform stability, driving performance optimization, and supporting strategic scalability initiatives across our UK Secure Client environments.
As a multi-skilled 3rd Line Specialist, you will oversee the maintenance, expansion, and high-tier support of customer environments to ensure a seamless end-user experience.
This position requires a proactive problem-solver who takes ownership of complex technical challenges, delivers robust solutions, and places customer satisfaction at the forefront.
The position is primarily onsite in Preston.
Key Responsibilities
- Serve as the primary technical escalation point and SME for Citrix infrastructure, including XenApp, XenDesktop, Citrix Cloud, and NetScaler ADC.
- Provide advanced 3rd-line technical support for complex incidents, escalations, and problem management lifecycles.
- Lead troubleshooting and root-cause analysis efforts for critical issues across all Citrix platforms.
- Configure, optimize, and maintain Citrix policies, profile management, and overall end-user experience settings.
- Partner with architecture and engineering teams to design, build, and deploy robust Citrix solutions.
- Execute regular patching, component upgrades, and platform migrations across the Citrix estate.
- Proactively address defect management and lead technical assurance activities to prevent recurring issues.
- Engage confidently with internal teams, cross-capability groups, account leads, and external customer stakeholders.
- Uphold high standards of customer service and comply strictly with ITIL and service management principles.
Core Qualifications & Technical Requirements
- Demonstrated background operating in a 3rd Line Support or SME capacity.
- In-depth technical knowledge of Citrix Virtual Apps and Desktops, Citrix Cloud, NetScaler ADC, and Workspace Environment Management (WEM).
- Proficiency in Windows Server environments, Active Directory, Group Policy (GPO), and FSLogix profile management.
- Solid understanding of client operating systems, specifically Windows 10 and Windows 11.
- Experience with virtualization and endpoint operational platforms such as VMware, Hyper-V, XenServer, and Ivanti.
- Strong grounding in ITIL frameworks and enterprise IT support methodologies.
- Desirable: Working knowledge of the UK Secure Paradox solution (Becrypt).
- Desirable: Exposure to analytics platforms like SysTrack or Nexthink (training can be provided).