Lead End User Support Engineer- White Glove (Lead I - Cloud Infrastructure Services)

UST; Greater London; Presencial; GBP 55 000 - 85 000; Tempo integral

Resumo da oferta

UST in London is seeking a Lead End User Support Engineer – White Glove to own high‑level escalations across multiple offices. You will troubleshoot Windows, hardware, and meeting room tech, and guide junior staff. This role combines on‑site support with remote global coverage and vendor coordination.

You will drive software deployments, OS migrations, and hardware refreshes, while maintaining robust documentation and SOPs to ensure consistent service quality.

Qualificações

• Experience resolving Level 2 Windows issues, networking, and app compatibility.
• Hands-on hardware repair for desktops, laptops, and printers.
• Experience with meeting room tech and video conferencing.
• Knowledge of AD, GPO, and scripting for automation.

Responsabilidades

• Manage complex Level 2 incidents, including Windows OS issues, networking and app compatibility.
• Diagnose and repair desktops, laptops, printers and peripherals.
• Deploy equipment for new starters and decommission devices for leavers.
• Support meeting room audiovisual tech, Zoom, Teams Rooms and collaboration tools.
• Coordinate technical support activities across multiple regional offices.
• Produce clear work instructions for remote hands technicians and validate work.

Conhecimentos

Windows admin

Hardware diagnostics

Group Policy

AD administration

SCCM/Intune

VPN networking

PowerShell/Python

Meeting room tech

Remote support

Vendor management

Ferramentas

SCCM

Intune

Remote monitoring tools

MS Teams Rooms

Zoom

Descrição da oferta de emprego

Lead End User Support Engineer – White Glove

We are looking for an experienced White Glove/ VIP Lead End User Support Engineer to provide advanced technical support across a multi-site, international environment.

Location:

London

Employment type:

Permanent

Working model:

On-site

The Opportunity

You will take ownership of White Glove Level 2 escalations that require troubleshooting beyond standard Service Desk capabilities. The role combines hands‑on hardware support, Windows administration, meeting room technology, vendor coordination and participation in infrastructure projects. You will also provide remote support to global offices and technical guidance to junior support colleagues.

Key Responsibilities

• Manage complex Level 2 incidents, including Windows operating system, network connectivity and application compatibility issues.
• Diagnose and repair desktops, laptops and associated hardware.
• Deploy equipment for new starters and decommission devices for leavers.
• Support meeting room audiovisual technology, Zoom, Microsoft Teams Rooms, display connectivity and collaboration tools.
• Coordinate technical support activities for the Madrid and Lisbon offices.
• Manage relationships with local third‑party support providers.
• Produce clear work instructions for remote‑hands technicians and remotely validate completed work.
• Contribute to hardware refreshes, operating system migrations, software deployments and infrastructure upgrades.
• Provide remote Level 2 support to the San Francisco and São Paulo offices during their business hours.
• Coordinate hardware shipments and provide technical guidance to local IT coordinators.

Essential Technical Skills

• Advanced administration of Windows 10 and Windows 11.
• Experience with registry editing, Group Policy troubleshooting and driver management.
• Strong hardware diagnosis and repair skills across desktops, laptops, printers and peripheral devices.
• Knowledge of TCP/IP, VPN connectivity, wireless networking and basic firewall configuration.
• Advanced Active Directory administration, including organisational unit management, Group Policy creation and user attribute scripting.
• Experience with Microsoft Endpoint Configuration Manager, also known as SCCM, or Microsoft Intune.
• Strong knowledge of meeting room systems, video conferencing platforms, audiovisual technology and presentation equipment.
• ITIL Practitioner certification or higher.
• PowerShell or Python scripting experience for automation and bulk operations.
• Experience with remote monitoring and management tools.
• Familiarity with macOS support in a mixed‑platform environment.
• Strong project management skills, with the ability to coordinate deployments and infrastructure initiatives across multiple sites.
• Experience managing third‑party technology vendors and maintaining service quality.
• The ability to guide junior technicians and Service Desk analysts through complex incidents.
• Excellent documentation skills, including the creation of standard operating procedures.
• Strong organisation and time management, with the ability to balance on‑site activity and remote global support.

Why Join Us?

This is an excellent opportunity to take ownership of technically challenging issues while contributing to international support operations and wider technology projects. You will work across workplace technology, infrastructure support, device management and collaboration platforms in a varied and highly visible role.

Skills

AV Technologies, CI/CD, Infrastructure Support, Microsoft 365