EUC Infrastructure Support EngineerCollinson Group

Location: London

Type: Permanent

Schedule: Full-time

Posted: 19 hours ago

Purpose of the jobThe EUC Infrastructure Support Engineer provides advanced technical support to internal users, serving as a key escalation point from the Service Desk and delivering walk-up assistance for local users. This role supports a modern enterprise IT environment across Windows, macOS, and mobile platforms, ensuring a seamless, secure, and high-quality technology experience for employees globally. The ideal candidate has deep knowledge of enterprise device management, modern endpoint security, and an exceptional customer service mindset.

Key Responsibilities

Act as the primary escalation point for complex technical issues raised by the Service Desk.

Deliver high-touch, in-person support for walk-up users, including troubleshooting hardware/software and resolving user experience issues.

Ensure PLA''s are met with the CISO team, OLA''s are met with the Service Desk and other internal departments.

Provide expert support for Windows 11 Enterprise, macOS, iOS, and Android platforms.

Support and manage devices via Microsoft Intune, Autopilot, JAMF, and PDQ.

Troubleshoot and support endpoint protection and cybersecurity tools such as Crowdstrike, Microsoft Defender, Zscaler, and Rapid7.

Assist with device provisioning, imaging, and deployment using Autopilot and JAMF workflows.

Provide secure and compliant support aligned with IT security best practices and organizational policies.

Partner with other GBS teams to address recurring technical issues and drive service improvement.

Maintain accurate records of assets, incidents, resolutions, and user interactions in the ITSM system.

Contribute to documentation, SOPs, and knowledge base articles for global use.

Support employee onboarding/offboarding by provisioning devices, configuring user profiles, and ensuring access readiness.

Identify opportunities to streamline support processes and improve service delivery.

Participate in after-hours or weekend support as needed during critical deployments or escalations.

Knowledge, skills and experience required

3+ years in an End User Computing, IT Support, or Desktop Support Engineer role (Level 2 or 3), including executive support.

Strong expertise in Windows 11 Enterprise and macOS environments.

Hands-on experience with:

Microsoft Intune and Autopilot

JAMF (macOS device management)

PDQ Deploy

Crowdstrike, Microsoft Defender, Zscaler, Rapid7.

iOS and Android mobile device configuration and support

Familiarity with ITSM platforms (Fresh Service and Service Now preferred).

Understanding of endpoint security principles, including MFA, encryption, DLP, and threat detection.

Preferred Qualifications

ITIL Foundation certification or experience in an ITIL-based environment.

CompTIA A+, Microsoft, or Apple certifications.

Experience working in a hybrid enterprise or global IT support team.

Exposure to zero trust, identity management, and mobile device security frameworks.

Person Specification

Excellent customer service and communication skills - able to engage effectively with technical and non-technical users.

Strong attention to detail, analytical thinking, and documentation skills.

Collinson Group

#s1-Gen

Purpose of the jobThe EUC Infrastructure Support Engineer provides advanced technical support to internal users, serving as a key escalation point from the Service Desk and delivering walk-up assistance for local users. This role supports a modern enterprise IT environment across Windows, macOS, and mobile platforms, ensuring a seamless, secure, and high-quality technology experiences for employees globally. The ideal candidate has deep knowledge of enterprise device management, modern endpoint security, and an exceptional customer service mindset.Key Responsibilities· Act as the primary escalation point for complex technical issues raised by the Service Desk.· Deliver high-touch, in-person support for walk-up users, including troubleshooting hardware/software and resolving user experience issues.· Ensure PLA''s are met with the CISO team, OLA''s are met with the Service Desk and other internal departments.· Provide expert support for Windows 11 Enterprise, macOS, iOS, and Androidplatforms.· Support and manage devices via Microsoft Intune, Autopilot, JAMF, and PDQ.· Troubleshoot and support endpoint protection and cybersecurity tools such as Crowdstrike, Microsoft Defender, Zscaler, and Rapid7.· Assist with device provisioning, imaging, and deployment using Autopilot and JAMF workflows.· Provide secure and compliant support aligned with IT security best practices and organizational policies.· Partner with other GBS teams to address recurring technical issues and drive service improvement.· Maintain accurate records of assets, incidents, resolutions, and user interactions in the ITSM system.· Contribute to documentation, SOPs, and knowledge base articles for global use.· Support employee onboarding/offboarding by provisioning devices, configuring user profiles, and ensuring access readiness.· Identify opportunities to streamline support processes and improve service delivery.· Participate in after-hours or weekend support as needed during criticaldeployments or escalations.Knowledge, skills and experience required3+ years in an End User Computing, IT Support, or Desktop Support Engineer role (Level 2 or 3), including executive support.Strong expertise in Windows 11 Enterprise and macOS environments.Hands-on experience with:· Microsoft Intune and Autopilot· JAMF (macOS device management)· PDQ Deploy· Crowdstrike, Microsoft Defender, Zscaler, Rapid7.· iOS and Android mobile device configuration and support· Familiarity with ITSM platforms (Fresh Service and Service Now preferred).· Understanding of endpoint security principles, including MFA, encryption, DLP, and threat detection.Preferred Qualifications· ITIL Foundation certification or experience in an ITIL-based environment.· CompTIA A+, Microsoft, or Apple certifications.· Experience working in a hybrid enterprise or global IT support team.· Exposure to zero trust, identity management, and mobile device security frameworks.Person Specification· Excellentcustomer service and communication skills-able to engage effectively with technical and non-technical users.· Strong attention to detail, analytical thinking, and documentation skills.#J-18808-Ljbffr