Sr Applications Engineer

The Senior Applications Engineer maintains the reliability, security, and performance of core business systems and end-user computing environments. The role combines hands-on systems administration with first- and second-line ServiceDesk support for Virtual Desktop Infrastructure (VDI) environments, helping users stay productive while keeping the estate supportable, secure, and compliant with regulatory requirements.

• →Provide ServiceDesk support for VDI users, including Omnissa Horizon sessions, thin clients, and remote desktop access.
• →Diagnose and resolve VDI issues such as session connectivity, profile problems, display and peripheral faults, and application performance within virtual desktops.
• →Troubleshooting for thin client hardware and configuration, including standardised builds and firmware-related issues.
• →Support conferencing and collaboration tools within VDI environments, such as Zoom and Teams, and resolve audio, video, and redirection issues.
• →Escalate complex or systemic VDI issues to the infrastructure team, and communicate clearly with affected users and stakeholders during incidents.
• →Contribute to VDI knowledge base articles, runbooks, and user guidance.

• Administer and maintain Windows Server, Active Directory, and Microsoft Entra ID environments, including user, group, and licence management.
• Support application and database platforms, including troubleshooting connectivity, performance, and availability issues.
• Carry out routine maintenance, patching, and change activities in line with approved change management procedures.
• Monitor systems and respond to alerts, escalating and documenting issues as required.
• Support in the administration of key Global Gen II Platforms, such as Box.com.

• Work within ServiceNow to manage incidents, service requests, and problem records in line with agreed SLAs.
• Maintain accurate CMDB and asset records for supported systems.
• Contribute to service reporting and trend analysis to identify recurring issues and improvement opportunities.

• Support audit and compliance activities, including evidence gathering for ISO 27001 and SOC 1 controls.
• Document procedures, configurations, and changes to meet internal governance and regulatory expectations.

• Identify opportunities to automate routine tasks, using PowerShell, scripting, or Graph API where appropriate.
• Support migrations and platform changes, including end-user communication and post-change support.

• 3 or more years of experience in systems administration or technical support within an enterprise environment.
• Experience supporting end users in a ServiceDesk or service management environment, ideally using ServiceNow.
• Working knowledge of PowerShell for administration and automation.
• Strong troubleshooting skills with the ability to work methodically under pressure.
• Clear written and verbal communication skills, with the ability to explain technical issues to non-technical users.
  
  

• Experience with SQL Server administration or diagnostics.
• Knowledge of Microsoft Graph API, Conditional Access, and licence management.
• Exposure to regulated financial services environments and frameworks such as ISO 27001 or SOC 1.
• ITIL Foundation certification or equivalent service management experience.
• Microsoft certifications such as Azure Fundamentals, Microsoft 365 Certified: Fundamentals, or Windows Server certifications.
• Hands-on experience with Windows Server, Active Directory, and Microsoft Entra ID (Azure AD).
• Working knowledge of VDI technologies, ideally Omnissa (VMware) Horizon, Citrix, or similar.
• Familiarity with thin client platforms and remote access troubleshooting.

• A calm, service-oriented approach to supporting users, especially during incidents.
• Strong attention to detail and a commitment to documentation.
• Ability to prioritise competing demands and manage workload across support and project tasks.
• Collaborative mindset, with a willingness to share knowledge across the team.

This role requires you to work a hybrid schedule, comprised of at least four (4) days a week on-site in our London office.