Lead End User Support Engineer - White Glove

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. 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. 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