UEC Support Engineer - Ivanti/ AppSense Citrix

Role Description

The EUC Operations Engineer is responsible for the day-to-day support and operational stability of the End User Computing estate. The role is focused on the resolution of incidents, fulfilment of service requests, and contribution to change activity under the direction of the Team Leader and Engineering team.

This is primarily an operational role. The engineer is expected to manage their own queue, communicate clearly on progress, and escalate appropriately when issues exceed their technical remit. Whilst engineers are expected to contribute to change and improvement activity, the primary measure of success is the quality, timeliness, and consistency of operational delivery.

Hands-on experience with Ivanti Application Control (formerly AppSense) is a core requirement of the role, alongside the ability to manage Intune-enrolled endpoints and support the Citrix environment. Candidates must be able to administer application allow-listing, configure privilege management rules, and troubleshoot policy-related issues as part of routine operational delivery. Experience with application packaging is a strong advantage and will be given significant weight in selection.

Key Responsibilities

Operational Support

• Manage and resolve incidents and service requests across the EUC estate within agreed SLA targets, prioritising effectively and keeping end users informed throughout.
• Triage and diagnose issues across Citrix, Intune-managed endpoints, and Ivanti Application Control, escalating to Engineering where resolution requires change or design input.
• Monitor the operational queue, ensuring tickets are progressed actively and not left stale without updates or clear ownership.
• Contribute to major incident resolution by providing operational context, diagnostic detail, and coordinated support under the direction of the incident lead.
• Perform routine operational tasks including account and device management, application access requests, and group policy queries.
  
  

Ivanti Application Control

• Administer and maintain Ivanti Application Control (AppSense) policies across the Citrix and endpoint estate.
• Manage application allow-listing configurations, including rule creation, modification, and troubleshooting for blocked applications.
• Configure and maintain privilege management rules to support least-privilege principles without disrupting legitimate user workflows.
• Troubleshoot application launch failures, policy conflicts, and user environment issues attributable to Application Control policy.
• Work with Engineering to implement policy changes as part of new application deployments or changes to the approved software library.
  
  

Endpoint and Citrix Operations

• Support the day-to-day operation of the Citrix Virtual Apps and Desktops environment, including session troubleshooting, VDA connectivity issues, and application delivery problems.
• Manage Intune-enrolled endpoints as part of routine fulfilment: device enrolment, compliance remediation, application deployment, and policy troubleshooting.
• Execute standard provisioning and decommissioning tasks for physical and virtual endpoints, following documented runbooks and configuration standards.
• Contribute to OS deployment activity, including Autopilot enrolment, task sequence troubleshooting, and image-related queries.
• Support Active Directory and Entra ID operational tasks including account management, group membership, device registration, and basic conditional access queries.
  
  

Application Packaging (Nice to Have)

• Package or repackage applications for deployment via Intune, SCCM, or Citrix App Volumes, following established packaging standards.
• Perform application testing and validation prior to deployment to minimise operational impact.
• Raise and document packaging requests, working alongside the Application Packaging team or Engineering where specialist input is required.
• Contribute to the maintenance of the application catalogue, ensuring deployment tooling and version records are kept current.
  
  

Change and Continuous Improvement

• Participate in change activity where operational input is required, completing change records to the required standard and raising potential operational risks.
• Identify recurring issues and contribute ideas for remediation or automation to the Team Leader and Engineering team.
• Maintain and update operational documentation, runbooks, and knowledge articles as part of delivery, not as a separate activity.
• Share knowledge with colleagues, contributing to a team environment where information is not siloed.
  
  

Skills

end user computing,citrix environment,ivanti,microsoft intune,application control,application packaging,sccm,