Senior Analyst, IT Infrastructure Cloud EUC Virtual Desktops

About the Role

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Key Responsibilities for an End User Services (Endpoint and VDI) Engineer:

• Manage and support Citrix and Azure Virtual Desktop (AVD) environments including license administration and cluster management.
• Deploy, manage, and optimize Windows 10/11 operating systems on end-user devices globally.
• Administer and optimize software distribution tools such as VMware Workspace ONE, SCCM, and Microsoft Intune.
• Handle mass software deployment, troubleshoot failures, and oversee global patching and updates.
• Monitor and enforce endpoint security policies, including antivirus and endpoint protection.
• Provide Level 3 support by analyzing and resolving complex virtualization and OS-related issues.
• Conduct root cause analysis for major incidents and participate actively in incident triage and resolution.
• Utilize scripting languages like PowerShell and Python to automate routine tasks and improve operational efficiency.
• Analyze system performance across virtualization and OS environments to identify and implement improvements.
• Maintain and update knowledge bases, documentation, and operational procedures.
• Train end-users and team members on tools, processes, and new technology deployments.
• Lead, mentor, and provide guidance to junior technical staff.
• Collaborate across teams to drive ITIL-based process improvements and service delivery enhancements.
• Participate in researching, testing, and implementing new technologies to modernize workplace services.
• Provide detailed reports and updates to technical leadership and stakeholders on operational status and improvements.

Preferred Qualifications:

• Familiarity with CMDB, Configuration Repositories, and ITSM platforms (ServiceNow, BMC Remedy, etc.).
• 5 days working from office with shift flexibility to support 24/7 client environment.
• Collaborative and dynamic cloud-focused team.
• Opportunities for continuous learning and professional development.

Key Skills/Competency

• Azure Virtual Desktop (AVD)
• Citrix
• Windows 10/11
• VMware Workspace ONE
• SCCM
• Microsoft Intune
• PowerShell
• Python
• Endpoint Security
• ITIL