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Lead End User Support Engineer-White Glove-(Associate III - Cloud Infrastructure Services)
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Role Description
Lead End User Support Engineer - White Glove - 16/5 Support
We are looking for an experienced Lead End User Support Engineer to provide advanced white glove technical support across a multi-site, international environment.
You will take ownership of 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.
Location: London
Employment type: Permanent
Working model: Office based
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.
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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.
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Desirable Skills
- 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.
- Understanding of Microsoft 365 and Azure cloud infrastructure concepts.
What You Will Bring
- 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.
Skills
- AV Technologies
- Active Directory
- CI/CD
- Customer Support
- Firewall
- Group Policy
- Hardware Development
- Microsoft SCCM
- Infrastructure Support
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