L1 Service Desk Engineer

Date Opened

11/28/2025

Job Type

Full time

Work Experience

1-3 years

Industry

Services

Remote Job

Welcome to the Cutting-Edge of Innovation: ZAZZ

Step into the world of ZAZZ, a realm where innovative design meets software development brilliance. We're not your average tech company; we're trendsetters shaping the future, crafting digital masterpieces, and redefining boundaries.

At ZAZZ, technology isn't just a tool—it's our canvas, our playground. Our passionate, ingenious team doesn't just adapt to the latest technologies; we shape them. Join us, and you'll be at the heart of a revolution, influencing, and driving technological advancements.

Empowering People. Transforming Experiences.

Ever dreamed of putting your mark on the digital universe? ZAZZ is the place. We breathe life into a bottom-up approach where our employees and users are the stars. Here, you won't just be creating software—you'll be part of a grand journey to revolutionize digital experiences.

Dive into the Tech Spectrum

With ZAZZ, you don't just get a job; you get an open ticket to a roller-coaster of challenges and opportunities. From Product Strategy, IoT App Development to the bleeding-edge Blockchain tech, we cover the entire spectrum of tech innovation. Prepare to ignite your creativity and fuel your passion in an environment buzzing with groundbreaking ideas and projects.

Shaping the Future, Together

It doesn't matter if our client is a fledgling startup, a dynamic SME, or a Fortune 500 titan—we've partnered with them all. At ZAZZ, you'll gain unparalleled exposure and experience in diverse sectors and technologies. You'll not just grow; you'll evolve.

Why Join ZAZZ?

If you're seeking a place where your curiosity is celebrated, your skills valued, and your growth accelerated, look no further. ZAZZ offers a thriving work environment, opportunities for continuous learning, and the chance to work with some of the best minds in the industry. Plus, our team loves to get geeky over a coffee chat on the latest tech

So, are you ready to leave a lasting footprint in the tech world? Join the ZAZZ family, and together, let's create the future.

This is a remote position.

Overview

We are hiring an L1 Service Desk Engineer to support in a multi-tenant, identity-sensitive MSP environment. The engineer will provide front-line technical support, handle ticketing and user communication, perform remote troubleshooting, and follow strict identity-verification workflows across all affiliates.

Key Responsibilities

Ticketing & Documentation

• Manage incoming tickets in the service desk queue.

• Create a ticket for every call or interaction.

• Classify issues using correct urgency and impact.

• Follow defined SLAs for response and resolution.

• Use standard greeting/closing scripts and follow structured ticket closure procedures.

• Document all actions, findings, and resolutions clearly.

Remote Support & Troubleshooting

• Locate and connect to user devices through the service desk's remote access system.

• Perform common troubleshooting (login issues, password issues, network connectivity, performance, application errors).

• Transfer files/logs as required and guide users through resolution steps.

• Use the backup remote support method only when the primary is unavailable.

User Account & Access Support

• Assist with password resets, authentication resets, and account access issues.

• Review user authentication methods when necessary.

• Update user access or group membership only with verified manager authorization.

• Support mailbox, application, and general system access issues.

Identity Verification

• Validate user identity using client-approved verification methods.

• Accept manager approvals only from official organizational email domains.

• Reject all requests coming from personal email accounts.

• Never share credentials or sensitive information to non-approved channels.

• Follow strict identity-verification SOPs for sensitive actions.

Communication & Phone Support

• Answer support calls using the assigned service desk phone line.

• Use mandatory call scripts for opening/closing conversations.

• Provide clear updates and maintain professional communication.

• Communicate with end users only through approved channels (service desk email system and phone).

Escalation Management

• Escalate urgent issues to the designated on-call resource immediately.

• Escalate non-urgent unresolved issues for next-day review by the support desk manager.

• Follow escalation workflows and document escalation steps accurately.

Skills

• Strong understanding of Windows desktop troubleshooting

• Knowledge of networking basics (VPN, DNS, connectivity)

• Experience working in a structured service desk environment

• Ability to perform remote diagnostics and guide end users effectively

• Familiarity with authentication, password management, and user access workflows

Soft Skills

• Clear communication and professional client-handling skills

• Strong documentation habits and attention to detail

• Ability to follow processes, SOPs, and compliance guidelines consistently

• Comfortable working in a multi-tenant, high-compliance environment

• Ability to stay calm under pressure and handle multiple tasks simultaneously