White-Glove End User Support Lead - Global IT & AV

UST; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

UST is seeking a Lead End User Support Engineer (White Glove) in London to own Level 2 escalations, provide advanced hardware and Windows support, and oversee meeting room systems and AV technology. The role includes on-site duties with remote support for global offices and mentorship for junior staff.

You will manage complex incidents, coordinate across Madrid, Lisbon, San Francisco, and São Paulo offices, and drive infrastructure upgrades while ensuring high service quality and documentation

Qualifications

• Advanced administration of Windows 10/11.
• Registry editing and Group Policy troubleshooting.
• Hardware diagnosis and repair across desktops, laptops, printers and peripherals.
• TCP/IP, VPN, wireless networking and firewall basics.
• Active Directory administration including OU mgmt and GPOs.
• SCCM/Intune familiarity for software deployment and management.
• Experience with meeting room systems and AV tech.
• ITIL Practitioner certification or higher.
• PowerShell or Python scripting for automation.
• Remote monitoring and management tools.
• macOS support in mixed environments.
• Project management for deployments across sites.
• Vendor management and ensuring service quality.
• Mentoring junior staff and documenting SOPs.
• Strong organization and time management.

Responsibilities

• Manage complex Level 2 incidents including Windows, network, and application compatibility issues.
• Diagnose and repair desktops, laptops, and related hardware.
• Deploy equipment for new starters and decommission devices for leavers.
• Support meeting room AV tech and collaboration tools (Zoom, Teams Rooms).
• Coordinate support for Madrid and Lisbon offices.
• Liaise with local third-party providers to maintain service quality.
• Create clear work instructions and remotely validate completed work.
• Contribute to hardware refreshes, OS migrations, software deployments, and upgrades.
• Provide remote Level 2 support to San Francisco and São Paulo offices during their business hours.
• Coordinate hardware shipments and guide local IT coordinators.

Skills

Windows administration

Registry editing

Group Policy troubleshooting

Hardware diagnosis and repair

TCP/IP and VPN

Active Directory

SCCM

Intune

Meeting room systems

ITIL Practitioner

PowerShell scripting

Python scripting

Remote monitoring tools

macOS support

Vendor management

Project coordination

Documentation skills

Tools

SCCM

Intune

Job description

UST is seeking a Lead End User Support Engineer (White Glove) in London to own Level 2 escalations, provide advanced hardware and Windows support, and oversee meeting room systems and AV technology. The role includes on-site duties with remote support for global offices and mentorship for junior staff.

You will manage complex incidents, coordinate across Madrid, Lisbon, San Francisco, and São Paulo offices, and drive infrastructure upgrades while ensuring high service quality and documentation