Senior EUC Support Engineer

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.