Application Packager – Workspace

Application Packager – Workspace

Location

• South Africa - Remote

Hours - Monday to Friday - UK hours

For over 30 years Ultima has offered end-to-end solutions for clients across the globe including Fulfilment, Managed & Professional Services as well as innovation via our Ultima Labs division.

Our Managed Services division is in a period of extensive growth; we utilise cutting-edge technology & solutions to deliver a world-class service to our clients.

The role of the Application packager is to be responsible for the end-to-end packaging, testing, and maintenance of software applications for deployment across the organisation’s end-user computing (EUC) estate. The role ensures applications are delivered securely, reliably, and in line with organisational standards, supporting both physical and virtual desktop environments.

The Engineer will be completely self-motivated with an ongoing desire to maintain and expand their knowledge with a focus on quality in line with Ultima's ISO certification and commitment to its clients.

The candidate will be required to primarily work from within Ultima’s ITSM platform aligned with ITIL principles to troubleshoot and resolve incidents, along with completing service and change requests based on the associated Managed Service contract of the client.

MAIN DUTIES AND RESPONSIBILITIES

• Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses
• Continuously contributing to the Ultima Knowledge base with new/repeatable fixes and suggested edits to existing content.
• Contribute to the continuous service improvement plan for the team processes and procedures.
• Package applications using MSI, MSIX, App-V, and/or IntuneWin formats
• Repackage vendor-supplied installers to meet enterprise standards
• Create, modify, and maintain PowerShell scripts for installation, uninstallation, and detection logic
• Ensure silent installs, proper versioning, and rollback capability
• Test packaged applications in development, test, and UAT environments
• Ensure compatibility with supported Windows versions and operating environments (e.g. AVD, Citrix, VDI)
• Identify and resolve installation issues, conflicts, and performance impacts
• Validate security, licensing, and compliance requirements
• Produce and maintain application packaging documentation, including:
• Installation instructions
• Pre- and post-requisites
• Known issues and remediation steps
• Contribute to EUC packaging standards, best practices, and procedures
• Escalate issues to relevant Partners, Internal Teams, and Client Escalation contacts in line with the P1 Incident Management process.
• Function as a point of escalation for the wider team as well as for the Service Desk Teams for complex end-user incidents related to application installs.
• Prioritise and respond to incoming contacts via ITSM Tool, Chat and telephony platform ensuring ITIL best practice ticket management is adhered to.
• Providing technical assistance to a key Ultima client and their IT teams in line with the agreed SLAs.
• To always represent Ultima to our clients in the most professional way and continually demonstrate our core company values.
• Supporting the Team Lead in the identification and delivery of service improvement initiatives.
• Ensure that all assigned activities are approached and managed in a consistent logical way and, where possible, in line with the appropriate Standard Operating Procedures and/or Company (ISO) quality standards.

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

• Strong experience packaging applications for Windows environments
• Solid knowledge of:
• MSI / MSIX / App-V
• PowerShell scripting
• Hands-on experience with Intune and/or SCCM/MECM
• Understanding of:
• Windows Registry
• File system permissions
• Application dependencies and conflicts
• Experience working in enterprise EUC environments
• Experience using Ticket Management Software, creating/updating & logging tickets following an ITIL methodology.
• Experience managing multiple simultaneous activities.
• Excellent levels of both written and verbal communication skills.
• The ability to work both independently and as part of a team.
• The ability to manage time and prioritise activities.

DESIRED KNOWLEDGE, SKILLS & EXPERIENCE

The ability to demonstrate knowledge in some of the below would add significant value to your application. Training and development in these technologies/solutions will be provided if required.

• Experience with AVD, Citrix, or other VDI platforms
• Knowledge of:
• Application virtualization and containerisation
• Endpoint security controls (Defender, application control, etc.)
• Familiarity with ITIL processes (Incident, Problem, Change)
• Exposure to DevOps or automation tooling
• ITIL Foundation v4 certification
• Patch management experience
• Microsoft Azure infrastructure platform support (Compute, Network, Storage)