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Onsite Services Engineer

Service Desk



  • Resolve support escalations from the Service Desk and 2^nd^/3^rd^ Line teams
  • Maintain ticket updates in the ITSM Management Tool (Service Now) and ensure customers and stakeholders remain informed
  • Resolve tickets within SLA
  • Build PC’s and Macs as per defined specifications
  • Provide end-user support for Business Applications such as Microsoft products, Apple products
  • Provide support for desktop operating systems including Windows 10 and Mac OS
  • Provide support for audiovisual technologies utilized for client meetings
  • Provide support for multiple mobile solutions including iOS and Android smartphones
  • Fault find and problem solve recurring desktop issues
  • Asset Management
  • Maintain high levels of customer satisfaction


Qualifications and Experience

Mandatory skills:

  • At least 2 years experience working as a 2nd Line Support Engineer.
  • Windows 10 desktop operating system support experience
  • Mac OS support experience
  • Messaging support experience (based on Microsoft Exchange)
  • Office suites up to 2106 and O365
  • Desktop\Laptop hardware Builds, Support & Maintenance
  • Mobile and Telephony skills
  • Basic knowledge of networking concepts, principles, and troubleshooting

 Desirable skills:

  • Basic Active Directory Administration
  • Linux  
  • Desktop/Server Image Software (Altiris/Ghost/SCCM etc)

 Soft skills:

  • Good level of written and oral English.
  • Strong communication skills - both written and oral
  • Excellent Customer Service and interpersonal skills
  • Flexible and confident working on own or as part of a team, based out on client sites
  • Enthusiasm for working with end-users and solving their problems
  • Self-motivated and able to manage time effectively
  • Excellent fault finding and problem-solving skills
  • Professionally presentable

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