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.

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.

Ivanti Application Control

- Administer and maintain Ivanti Application Control (AppSense) policies across the Citrix and endpoint estate.
- Configure and maintain privilege management rules to support least-privilege principles without disrupting legitimate user workflows.

Endpoint and Citrix Operations





- 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)

- Raise and document packaging requests, working alongside the Application Packaging team or Engineering where specialist input is required.

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 workplace where information is not siloed.

Skills

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

📌 Uec Support Engineer - IVAnti/ Appsense Citrix (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram