End User Technology (EUT) – Services Engineer, US

Act as the senior U.S. point of contact for desktop support and end-user technology, providing high-quality onsite, walk-up and remote support while serving as an escalation point for complex or business-critical issues.

Deliver and support end-user technology services across the U.S., including device deployment, workplace technology, onboarding and offboarding activities, meeting room technology, asset management and local technology operations.

Provide advanced troubleshooting across Windows, macOS, Microsoft 365, Teams, endpoint management, identity and access services, network connectivity and core business applications, ensuring incidents and requests are owned through to resolution.

Build strong relationships with employees, business leaders and executive stakeholders, delivering a visible, customer-focused support experience and acting as the local lead during priority incidents and service disruptions.

Partner with global Technology, EUT and Engineering teams to implement global standards, drive service improvements, support technology initiatives and ensure compliance with security, ITIL and operational policies.

Use regional insight, user feedback and service trends to identify opportunities for improvement, helping shape scalable support models and technology services that support continued U.S. business growth.

Significant (~7 – 10 years) practical experience in desktop support, end-user technology, IT support or similar roles, ideally in a senior or regional support capacity.

Strong customer service skills with a genuine passion for helping people and solving problems.

Good troubleshooting capability across Windows, macOS, Microsoft 365, Teams, mobile devices, peripherals, meeting rooms and basic network connectivity.

Experience working with ticketing tools and ITIL-aligned incident/request processes, with strong ticket quality and follow-through.

Familiarity with endpoint management and identity tooling such as Microsoft Intune, Entra ID / Azure AD, MFA, device enrollment and access group administration.

Understanding of device deployment, asset management, and joiner, mover and leaver processes.

Ability to work independently while collaborating effectively with global teams.

Strong ability to implement global standards while identifying where regional adaptation or bespoke local solutions are required.

Proven experience supporting senior stakeholders and acting as an escalation point for complex or high-impact technology issues.

Commercial awareness and ability to understand how US business growth, regional ways of working and local stakeholder needs shape technology support requirements.

Strong communication, organization and stakeholder management skills.

Comfortable identifying recurring issues, improving knowledge content and recommending practical service improvements.

Nice to have: exposure to Apple Business Manager, Microsoft Autopilot, Freshservice, ServiceNow or Jira; AV/Teams Rooms support; ITIL or CompTIA certification; and experience in a regulated environment.