EUC Engineer

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world's original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world's leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

Purpose of the job

The 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 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).

· 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 is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us