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Endpoint Engineer

Service Desk


  • 2nd line support – Remotely investigating and fixing problems escalated from 1st line support
  • Deliver end-user, operating system and desktop application support
  • Service Operations support – Remotely investigate and fix problems escalated from Service Desk and the Application Support teams
  • Provide technical training and organize knowledge sharing sessions with Service Desk analysts
  • Involved in drafting knowledge articles and improving the existing knowledge base
  • Acquire technical knowledge to match client requirements
  • Collaborate with remote teams and customer technical staff to resolve incidents & requests
  • Assess, troubleshoot and escalate user problems to specialized teams when necessary
  • Identify trends and recurring incidents and report them via the Problem Management process


Qualifications and Experience

  • Microsoft Active Directory proficient
  • Strong browsers knowledge (Google Chrome, Firefox, Internet Explorer)
  • Complex Windows operating systems issues
  • Google Mail/Google Apps
  • VPN clients (OpenVPN, Juniper, Cisco AnyConnect)
  • Troubleshooting Microsoft desktop applications
  • Network connection diagnostics and troubleshooting
  • Troubleshooting access to bespoke, web-based applications
  • Diagnostics using remote control of user desktops
  • Trouble-ticketing and helpdesk system operations
  • Moderate networking skills (DHCP, DNS)


Additional Information

Desirable skills:

  • MCSA – Microsoft Desktop Support
  • ITIL Foundation knowledge is a plus
  • Intune, Endpoint Manager, SCCM, Altiris or other Asset Management tools
  • Application packaging and deployment
  • Office 365 administration
  • Citrix Platform
  • Sophos Enterprise Console, McAfee via ePo Console, Cisco AMP Console
  • SharePoint Portal  

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