Senior EUC Support Engineer

The company is seeking a skilled EUC Support Engineer to join our Managed Services team. This role is responsible for the operational support, optimization, automation, and continuous improvement of customer end user computing environments built on Azure Virtual Desktop, Nerdio, and Citrix. The EUC Support Engineer works within our L3 team, supporting enterprise clients and delivering project work that keeps high-performance virtual desktop experiences reliable, secure, and aligned with industry best practices.

The ideal candidate combines deep virtual desktop expertise with a commitment to service excellence, strong troubleshooting ability, and a passion for automation and Infrastructure as Code. This role blends level 3/4 project-based work with operations and managed services engineering, supporting both daily incidents and long-term platform health, governance, and continuous improvement in a cloud-first, customer-obsessed environment.

EUC Operations & Support

• Provide Level 3 and Level 4 support and engineering expertise for managed Citrix and Azure Virtual Desktop environments.

• Troubleshoot and resolve complex virtual desktop, application delivery, user profile, session performance, and endpoint issues.

• Participate in escalation rotations and major incident response activities.

• Perform daily health checks, patching, upgrades, and incident remediation across hosted EUC environments.

• Ensure adherence to established service levels and operational standards.

Citrix & AVD Platform Management

• Manage Citrix Virtual Apps and Desktops, including Studio, Director, Citrix Policy, Machine Catalogs, and Delivery Groups.

• Deploy, configure, and optimize Azure Virtual Desktop environments and administer Nerdio Manager for Enterprise.

• Manage Citrix Gateway (NetScaler), Citrix Cloud and hybrid configurations, and supporting Azure Resource Manager resources and virtual networking.

Endpoint, Identity & Security

• Deploy and enforce Group Policy Objects, security baselines, and compliance configurations across desktop and server estates.

• Support endpoint management and thin client configurations such as Stratodesk, IGEL, and Unicon.

• Apply Zero Trust principles, Conditional Access, and modern endpoint security integrations.

• Support Imprivata implementation and integration with virtual desktops and authentication workflows.

Automation & Infrastructure as Code

• Implement Infrastructure as Code for environment automation using Terraform, Ansible, and Packer.

• Develop automation using PowerShell, Nerdio automation scripting, Nerdio Runbooks, and image build pipelines.

• Identify opportunities to increase operational efficiency and reduce repetitive manual effort.

Monitoring & Reliability

• Monitor, analyze, and improve system performance, availability, and security posture across client environments.

• Develop and maintain standardized operational documentation, runbooks, and support playbooks.

• Participate in disaster recovery planning, testing, and execution for hosted EUC environments.

Client Success & Advisory

• Serve as a trusted advisor to assigned customers.

• Collaborate with internal architects and client stakeholders to ensure platform integrity and alignment with SLAs.

• Present recommendations related to optimization, modernization, governance, and end user computing best practices.

• Support onboarding of new managed services clients.

• Provide mentoring and knowledge transfer to junior engineers and technicians.

Platform Health & Optimization

• Analyze session performance, capacity, and Azure consumption trends across EUC workloads.

• Identify opportunities to reduce hosting cost through right-sizing, autoscaling, and image optimization.

• Recommend governance improvements and configuration standardization across client environments.

• Participate in customer optimization and modernization initiatives.

Requirements

Experience

• 5+ years of supporting Citrix Virtual Apps and Desktops or Azure Virtual Desktop in a managed services or enterprise environment.

• 4+ years of administering production virtual desktop environments, including Machine Catalogs, Delivery Groups, and image management.

• Experience supporting multiple client environments simultaneously.

• Exposure to ITSM ticketing tools such as ServiceNow or Remedy, with the ability to troubleshoot complex issues independently and communicate clearly with customers.

Technical Expertise

• Citrix Virtual Apps and Desktops
• Azure Virtual Desktop (AVD)
• Citrix Studio, Director, and Citrix Policy
• Nerdio Manager for Enterprise
• Citrix Gateway (NetScaler)
• Infrastructure as Code (Terraform, Ansible, Packer)
• Group Policy, Active Directory, and Windows internals
• PowerShell automation
• Azure Resource Manager and virtual networking
• Thin client and endpoint management (Stratodesk, IGEL, Unicon)

Preferred Certifications

• Microsoft Certified: Azure Administrator Associate (AZ-104)

• Microsoft Certified: Azure Virtual Desktop Specialty (AZ-140)

• Citrix Certified Associate – Virtualization (CCA-V)

• Microsoft Certified: Endpoint Administrator Associate

Desired Characteristics

• Strong customer-facing communication skills

• Consultative mindset

• Sense of ownership and accountability

• Ability to work independently and collaboratively

• Strong documentation skills

• Passion for learning and adopting emerging Microsoft, Citrix, and automation technologies

• Commitment to operational excellence and continuous improvement

Success Metrics

Client Experience

• Client satisfaction and trusted-advisor impact

Service Delivery

• SLA adherence and effective escalation support

Technical Quality

• Incident resolution quality and preventive improvements

Automation

• Adoption of repeatable automation and Infrastructure as Code

Optimization

• Documented performance, capacity, and cost efficiency improvements

Knowledge Management

• Quality of runbooks, documentation, and knowledge sharing

Innovation

• Contribution to service improvements and EUC managed services evolution

Collaboration

• Effective teamwork across delivery, security, architecture, and client stakeholders

This role is designed as an L3/L4 EUC Support Engineer / End User Computing Operations Engineer, combining advanced technical support with managed services delivery, project execution, client advisory, automation, governance, and platform optimization.