This is a remote position.
About Zazz
Zazz is a global IT services and technology company providing managed IT services, cloud solutions, cybersecurity, software engineering and technology consulting. Its managed services team supports clients through proactive monitoring, service desk support, infrastructure management and ongoing improvement. Zazz combines technical delivery with a focus on dependable services, clear accountability and long-term client relationships.
Role purpose
The Senior Service Desk and Project Engineer combines advanced third line support with project management and hands-on project engineering. You will own complex technical escalations, manage assigned IT projects from scope through to completion, and implement the solutions those projects deliver. Working with service delivery leadership, engineers, clients and suppliers, you will maintain reliable services while delivering controlled, well-documented improvements.
Service desk support remains a core responsibility. Project ownership and protected delivery time will be agreed with your manager, with competing priorities and capacity risks escalated early.
Key responsibilities
Third line service desk support
- Own complex incidents and service requests escalated from L1 and L2, diagnosing issues across cloud services, identity, servers, networks, endpoints and integrations.
- Lead technical investigation during major incidents, restore service safely and coordinate specialist or supplier support while retaining clear ownership and client updates.
- Work to the applicable client SLAs and Zazz escalation procedures. Escalate technical blockers and service risks promptly, including when a credible route to resolution is unclear.
- Investigate recurring faults through Problem Management, document root causes and workarounds, and deliver permanent remediation through approved changes.
- Maintain accurate HaloPSA records, including impact, priority, diagnosis, actions, time, next steps and handovers. Validate the outcome before resolution and closure.
- Coach L1 and L2 engineers, improve troubleshooting guidance and publish reusable knowledge to strengthen capability and reduce repeat escalations.
Project management and PMO responsibilities
Manage assigned projects and contribute to consistent project management office practices, using HaloPSA to maintain visible plans, ownership, costs and delivery status.
- Define objectives, scope, deliverables, assumptions, exclusions and acceptance criteria with the client and internal stakeholders. Contribute technical estimates and delivery plans to statements of work.
- Set up parent projects and child tasks in HaloPSA with named owners, realistic dates, milestones, dependencies, time budgets and completion criteria. Maintain schedules and assess the impact of changes.
- Build project budgets covering engineering effort, hardware, software, licensing and supplier costs where applicable. Obtain approval, track actuals and forecast remaining effort and cost against the agreed baseline.
- Plan resources with service delivery leadership and coordinate engineers, suppliers and client teams. Monitor critical dependencies and resolve scheduling conflicts before they delay delivery.
- Maintain risks, assumptions, issues, dependencies and decisions. Escalate blockers, forecast overspend and missed milestones with clear recovery options and accountable owners.
- Control scope changes through documented impact assessment and approval. Provide regular client updates and at least weekly internal reporting on progress, budget, milestones and decisions required.
- Close projects with agreed acceptance, reconciled time and costs, lessons learnt and an operational handover. Contribute to project templates, portfolio reporting and improvements to delivery standards.
Hands on project engineering
- Assess client environments and translate approved requirements into practical technical designs and implementation plans, seeking specialist review where needed.
- Deliver client onboarding, migrations, infrastructure upgrades and service improvements across Microsoft 365, identity, cloud, networking, endpoint management, monitoring and backup environments.
- Prepare and execute approved changes with risk assessments, prerequisites, implementation steps, testing, rollback plans and agreed maintenance windows. Obtain required technical and client approvals.
- Configure and validate solutions, troubleshoot implementation issues, coordinate user acceptance testing and provide agreed support during go-live and stabilisation.
- Produce configuration records, diagrams, operating procedures and support documentation in IT Glue and other approved systems. Transfer monitoring, access, support ownership and outstanding actions to the service desk.
Security and commercial responsibilities
Apply least privilege, secure credential handling and client security requirements throughout support and project work. Coordinate security incidents with the appropriate security specialists. Identify out-of-scope work and commercial opportunities for review, and obtain approval before committing expenditure or additional delivery. Record chargeable and non-chargeable time accurately against the correct ticket or project task.
Person specification
Essential experience and skills
- Proven third line support or senior infrastructure engineering experience in an MSP or comparable environment supporting multiple clients, systems and business priorities.
- Strong practical knowledge of Microsoft 365, Microsoft Entra ID, Active Directory, Windows Server, identity and access management, and endpoint administration.
- Advanced troubleshooting across DNS, DHCP, TCP/IP, switching, routing, firewalls, VPNs and wireless networks, with an understanding of how infrastructure components and services interact.
- Hands-on experience with cloud infrastructure, preferably Microsoft Azure, together with virtualisation, backup, recovery, monitoring and security controls.
- Demonstrable delivery of IT projects, including personal responsibility for plans, budgets, milestones, dependencies, risks, stakeholder updates and client acceptance.
- Practical IT service management knowledge covering Incident, Request, Problem and Change Management, SLA management and structured escalation.
- Experience using PSA or ITSM, remote monitoring and management, and documentation platforms. Ability to maintain reliable ticket, project and time records.
- Clear client communication, sound technical judgement and the ability to organise competing demands, mentor colleagues and explain risks and options to non-technical stakeholders.
Desirable experience and qualifications
- Experience with HaloPSA, NinjaOne, Huntress, IT Glue, Keeper, Addigy or Druva, and with Google Workspace, Apple environments, AWS or Google Cloud.
- PowerShell scripting, repeatable deployment methods and automation that improves support quality or reduces manual effort.
- ITIL, Microsoft, cloud or networking qualifications, and PRINCE2, APM or PMP certification; relevant practical experience is equally valued.
- Experience supporting regulated clients, security remediation and projects involving third-party suppliers or geographically distributed teams.
Measures of success
Performance will be reviewed against agreed service and project objectives, taking account of assigned scope, available capacity and dependencies. Measures will include:
- Reliable technical resolution, timely escalation and clear communication against applicable client commitments.
- Projects delivered to agreed scope, milestones, budget and acceptance criteria, with risks and changes raised early.
- Accurate HaloPSA records, time reporting, documentation and effective transition into ongoing support.
- Positive client feedback, stronger L1 and L2 capability, and measurable reductions in recurring issues or avoidable manual work.
