Senior EUC Support Engineer

Coretek 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 & SupportProvide Level 3 and Level 4 support and engineering expertise for managed Citrix and Azure Virtual Desktop environmentsTroubleshoot and resolve complex virtual desktop, application delivery, user profile, session performance, and endpoint issuesParticipate in escalation rotations and major incident response activitiesPerform daily health checks, patching, upgrades, and incident remediation across hosted EUC environmentsEnsure adherence to established service levels and operational standardsCitrix & AVD Platform ManagementManage Citrix Virtual Apps and Desktops, including Studio, Director, Citrix Policy, Machine Catalogs, and Delivery GroupsDeploy, configure, and optimize Azure Virtual Desktop environments and administer Nerdio Manager for EnterpriseManage Citrix Gateway (NetScaler), Citrix Cloud and hybrid configurations, and supporting Azure Resource Manager resources and virtual networkingEndpoint, Identity & SecurityDeploy and enforce Group Policy Objects, security baselines, and compliance configurations across desktop and server estatesSupport endpoint management and thin client configurations such as Stratodesk, IGEL, and UniconApply Zero Trust principles, Conditional Access, and modern endpoint security integrationsSupport Imprivata implementation and integration with virtual desktops and authentication workflowsAutomation & Infrastructure as CodeImplement Infrastructure as Code for environment automation using Terraform, Ansible, and PackerDevelop automation using PowerShell, Nerdio automation scripting, Nerdio Runbooks, and image build pipelinesIdentify opportunities to increase operational efficiency and reduce repetitive manual effortMonitoring & ReliabilityMonitor, analyze, and improve system performance, availability, and security posture across client environmentsDevelop and maintain standardized operational documentation, runbooks, and support playbooksParticipate in disaster recovery planning, testing, and execution for hosted EUC environmentsClient Success & AdvisoryServe as a trusted advisor to assigned customersCollaborate with internal architects and client stakeholders to ensure platform integrity and alignment with SLAsPresent recommendations related to optimization, modernization, governance, and end user computing best practicesSupport onboarding of new managed services clientsProvide mentoring and knowledge transfer to junior engineers and techniciansPlatform Health & OptimizationAnalyze session performance, capacity, and Azure consumption trends across EUC workloadsIdentify opportunities to reduce hosting cost through right-sizing, autoscaling, and image optimizationRecommend governance improvements and configuration standardization across client environmentsParticipate in customer optimization and modernization initiativesRequirementsExperience5+ years of supporting Citrix Virtual Apps and Desktops or Azure Virtual Desktop in a managed services or enterprise environment4+ years of administering production virtual desktop environments, including Machine Catalogs, Delivery Groups, and image managementExperience supporting multiple client environments simultaneouslyExposure to ITSM ticketing tools such as ServiceNow or Remedy, with the ability to troubleshoot complex issues independently and communicate clearly with customersTechnical 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 CertificationsMicrosoft Certified: Azure Administrator Associate (AZ-104)Microsoft Certified: Azure Virtual Desktop Specialty (AZ-140)Citrix Certified Associate - Virtualization (CCA-V)Microsoft Certified: Endpoint Administrator AssociateDesired CharacteristicsStrong customer-facing communication skillsConsultative mindsetSense of ownership and accountabilityAbility to work independently and collaborativelyStrong documentation skillsPassion for learning and adopting emerging Microsoft, Citrix, and automation technologiesCommitment to operational excellence and continuous improvementSuccess MetricsClient ExperienceClient satisfaction and trusted-advisor impactService DeliverySLA adherence and effective escalation supportTechnical QualityIncident resolution quality and preventive improvementsAutomationAdoption of repeatable automation and Infrastructure as CodeOptimizationDocumented performance, capacity, and cost efficiency improvementsKnowledge ManagementQuality of runbooks, documentation, and knowledge sharingInnovationContribution to service improvements and EUC managed services evolutionCollaborationEffective teamwork across delivery, security, architecture, and client stakeholdersThis 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.