Overview
In this Lead End User Support Engineer role, you own high-priority White Glove escalations and provide hands-on hardware, Windows, and collaboration-technology support across a multinational user base. You work closely with cross-site teams to troubleshoot complex incidents, coordinate deployments, and guide junior staff, while contributing to infrastructure upgrades and hardware refreshes. The position combines on-site leadership in London with remote support for global offices, emphasizing high-quality endpoint care and solid vendor relationships. You will shape IT operations through practical problem solving and proactive guidance, in a highly visible, technology-focused environment.
Responsibilities
- Manage complex Level 2 incidents across Windows, networking and application compatibility
- Diagnose and repair desktops, laptops, and peripherals
- Deploy equipment for new starters and decommission devices for leavers
- Support meeting room AV tech, Zoom, Teams Rooms, display connectivity and collaboration tools
- Coordinate technical support activities for Madrid and Lisbon offices
- Manage relationships with local third-party providers
- Produce clear work instructions for remote-hands technicians and validate work remotely
- Contribute to hardware refreshes, OS migrations, software deployments and infrastructure 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
Key requirements
- Advanced Windows 10/11 administration
- Registry editing, Group Policy troubleshooting and driver management
- Strong hardware diagnosis and repair across desktops, laptops, printers and peripherals
- Knowledge of TCP/IP, VPN, wireless networking and basic firewall config
- Advanced Active Directory administration including OU management and GPO scripting
- Experience with SCCM (Microsoft Endpoint Configuration Manager) or Intune
- Strong knowledge of meeting room systems, audiovisual tech and presentation equipment
- ITIL Practitioner certification or higher
- PowerShell or Python scripting for automation
- Experience with remote monitoring and management tools
- Familiarity with macOS support in a mixed environment
- Strong project management skills for deployments across sites
- Experience managing third-party vendors and maintaining service quality
- Ability to guide junior technicians and Service Desk analysts
- Excellent documentation skills for SOPs
- Strong organization and time management for on-site and remote global support
- Strong communication
- Leadership and mentorship
- Cross-functional collaboration
- Windows 10/11 administration
- Group Policy and Active Directory
- SCCM or Intune
Lead End User Support Engineer- White Glove (Lead I - Cloud Infrastructure Services) in London employer: UST Global
As a Salesforce Delivery Lead at our London office, you will join a dynamic and innovative team within the Financial Services sector, where collaboration and excellence are at the forefront of our work culture. We offer a hybrid working model that promotes work-life balance, alongside opportunities for professional growth through continuous learning and development. Our commitment to Agile practices ensures that you will be part of high-performing teams that drive meaningful change and deliver exceptional value to our clients.
