Senior Service Desk Specialist (Mandarin)

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.

By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.

From prototype to real-world impact - be part of a global shift by doing work that matters.

Role Summary

We are looking for an ambitious and customer-focused Endpoint Engineer & Service Operations Coordinator to join our international IT Operations team. This role combines technical expertise in endpoint management with operational coordination responsibilities, ensuring the effective delivery of onsite and remote IT support services across a global environment.

You will act as a technical escalation point, coordinate day-to-day service operations, raise tickets for clients, provide interpretation and support for Mandarin speaking clients, help manage enterprise endpoint technologies, and work closely with clients, engineers, and service desk teams to maintain a secure, reliable, and high-performing IT estate. The successful candidate will demonstrate strong technical capability, excellent communication skills, and a proactive approach to service improvement and automation.

Key Responsibilities

Service Operations & Coordination

• Coordinate scheduled onsite visits and daily operational activities across multiple locations.
• Act as the primary point of contact and technical escalation for remote teams and onsite engineers.
• Manage and prioritise service desk ticket queues, ensuring SLA compliance and timely resolution.
• Work with Mandarin speaking users to help provide support and ticket resolution
• Monitor incidents and service requests, performing first-line investigation, diagnosis and appropriate escalation.
• Ensure accurate ticket logging, documentation and closure within the ITSM platform.
• Maintain communication with customers and stakeholders throughout the incident lifecycle.
• Cross-train, mentor and support junior engineers and onsite technicians.
• Contribute to the creation and maintenance of technical documentation, knowledge articles and work instructions.
• Support installation, rollout and infrastructure improvement projects.

Endpoint Engineering

• Manage and support enterprise endpoint management platforms across Windows and macOS environments.
• Administer and maintain desktop and server endpoint technologies.
• Manage software deployment, operating system updates, browser management and patching across a multi-platform estate.
• Develop and maintain PowerShell automation to improve operational efficiency.
• Administer Microsoft Entra ID, Active Directory and Group Policy.
• Support Microsoft 365 services and endpoint security technologies.
• Ensure asset lifecycle management and software licensing compliance.
• Work within established configuration, change and release management processes.
• Monitor endpoint health, performance and security posture.
• Identify opportunities to improve infrastructure performance, reliability and user experience.

Client & Service Delivery

• Build strong working relationships with internal stakeholders and external clients.
• Provide technical guidance and support for both operational issues and strategic initiatives.
• Participate in incident, problem and change management processes.
• Maintain awareness of emerging technologies, security threats and operational risks.
• Ensure compliance with GDPR, information security policies, business continuity requirements and organisational standards.

Required Skills & Experience

Technical Experience

• Extensive experience managing enterprise endpoint environments.
• Strong experience with endpoint management platforms including:
  • Microsoft Intune
  • Microsoft SCCM (Configuration Manager)
  • Jamf
  • Workspace ONE / Omnissa
  • SMP (or equivalent endpoint deployment tools)
• Experience with endpoint security solutions including:
  • Microsoft Defender
  • Sophos
  • McAfee
  • Ivanti
  • Tenable
  • Patch My PC
• Strong PowerShell scripting and automation experience.
• Administration of:
  • Microsoft Entra ID
  • Active Directory
  • Group Policy
  • Microsoft 365
• Windows and macOS administration experience.
• Browser management (Edge, Chrome, Firefox).
• Patch management within enterprise environments.
• Asset lifecycle and software licensing management.
• Experience using ITSM platforms and Incident Management processes.
• Power BI reporting experience.
• Good understanding of ITIL service management principles.

Operational Experience

• Experience coordinating technical teams or service operations.
• Experience supporting business-critical international environments.
• Strong customer service and client relationship management skills.
• Ability to analyse complex technical issues and drive them through to resolution.
• Comfortable working in fast-paced operational environments with multiple priorities.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or a related discipline, or equivalent professional experience.
• Relevant Microsoft, ITIL or endpoint management certifications are advantageous.

Desirable Skills

• Microsoft Azure
• Amazon Web Services (AWS)
• VMware
• Hyper-V
• Microsoft Exchange
• Experience supporting hybrid and cloud-first environments.
• Experience with automation and reporting platforms.

Languages

Mandatory

• Fluent English (written and spoken)
• Fluent Mandarin Chinese (written and spoken)

Personal Attributes

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Customer-focused with a commitment to delivering high-quality service.
• Well organised with strong attention to detail.
• Able to prioritise workload and perform effectively under pressure.
• Proactive with a continuous improvement mindset.
• Strong team player with the ability to mentor and support colleagues.
• Demonstrates integrity, professionalism and accountability.
• Passion for learning new technologies and developing technical expertise.

What We're Looking For

We are looking for someone who combines the technical expertise of an Endpoint Engineer with the organisational skills of a Service Operations Coordinator. You will be equally comfortable resolving complex technical issues, coordinating engineers across multiple locations, improving service delivery processes, and building strong relationships with clients and colleagues. If you enjoy working in a dynamic international environment where you can make a real impact on service quality and endpoint technology, we'd love to hear from you.

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.

At Endava, we're committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives-because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.