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L1 Service Desk Engineer

Zazz.io

Roles & Responsibilities

  • Strong understanding of Windows desktop troubleshooting
  • Knowledge of networking basics (VPN, DNS, connectivity)
  • Experience working in a structured service desk environment
  • Familiarity with authentication, password management, and user access workflows

Requirements:

  • Manage incoming tickets in the service desk queue: create a ticket for every call or interaction, classify issues by urgency/impact, follow defined SLAs for response and resolution, and document actions/resolutions clearly.
  • Perform remote troubleshooting by locating and connecting to user devices via the service desk’s remote access system, diagnosing common issues (login, password, network, performance, app errors), transferring files/logs as required, and guiding users through resolution steps (backup remote method if primary is unavailable).
  • Assist with password resets, authentication resets, and account access issues; review user authentication methods as necessary; update user access or group membership only with verified manager authorization.
  • Validate user identity using client-approved verification methods; accept approvals only from official organizational email domains; reject requests from personal email accounts; never share credentials or sensitive information in non-approved channels; follow strict identity-verification SOPs for sensitive actions.

Job description

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. 

   



Requirements

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 
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