Citrix Support Engineer

Recruiter: Trevor Newman

Career Grade: E

About the role

You’ll be responsible for monitoring, maintaining, supporting and ensuring the availability and security of one of BT’s largest single environments. Citrix and associated Remote Access platforms are used by thousands of people across BT in many contries around the world.

The Citrix and associated Remote Access platforms are available 24/7 and so require 24/7 support which is managed by a regular office hours shift as well as some out of hours and on call responsibilities as required. You’ll working in a team of Citrix engineers in both operations and delivery ensuring we have the best performing platform at all times.

Citrix and associated Remote Access platforms are key to our business in BT. They are used across many areas ranging from EE retail stores, to Call Centres through to software engineers off shore

What you’ll be doing

• Ensure the availability, performance, and reliability of Citrix, AOVPN, Zscaler Clientless, and other Remote Access platforms.

• Day-to-day monitoring and administration of Citrix and Remote Access services, ensuring proactive identification and resolution of issues.

• Incident handling and service restoration for Citrix, AOVPN, Zscaler Clientless, and supporting infrastructure.

• Change management, implementation, and deployment activities within live production environments, adhering to change control processes.

• Problem management, root cause analysis, and implementation of permanent fixes to minimise recurring incidents.

• Interacting with end users, business stakeholders, vendors, and technical teams involved in the provision and support of Remote Access services.

• Ensuring all Remote Access platforms remain secure, compliant, and free from vulnerabilities through regular security reviews and remediation activities.
• System monitoring, performance analysis, capacity management, and optimisation of Remote Access services.
• Operating system, application, and security patching across Citrix and Remote Access infrastructure.

• Maintenance and continual refinement of operational processes, support documentation, knowledge articles, and standard operating procedures.
• Administration and management of AOVPN configurations, Zscaler Clientless policies, access controls, authentication mechanisms, and user connectivity services.
• Participation in project work, proof of concepts (POCs), platform migrations, and infrastructure modernisation initiatives.

• Providing technical support and expertise for remote workforce enablement, ensuring seamless and secure user access to corporate resources.

Essential Skills / Experience

• Citrix administration is prefered

Citrix administration is prefered

• Administration of Windows operating system is mandatory

Administration of Windows operating system is mandatory

• Knwoeldge of Active directory is preferred

Knwoeldge of Active directory is preferred

• Knowledge of Powershell is preferred

Knowledge of Powershell is preferred

Our Package

• Annual On target bonus 10% (personal and company multipliers)
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• Life Assurance
• Direct share scheme
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
• My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers
• Discounted EE TV including TNT Sport and the NOW Entertainment membership
• Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 25 days annual leave (not including bank holidays), increasing with service with buy holiday option
• equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Volunteering days so you can give back to your local community
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.