L1 Service Desk Engineer

Zazz; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

ZAZZ is seeking an entry-level client support specialist for a fully remote role. You will be the first point of contact for client tickets, document conversations with accuracy, and resolve basic issues while escalating more complex cases as needed.

You’ll work with Office 365, Okta, Google Workspace, and security tools in a structured environment designed to grow your skills into networking, security operations, and project work within a modern MSP framework.

Qualifications

• Entry level — prior help desk, internship, or IT support exposure a plus but not required
• Willingness to learn across a broad tool set and elevate appropriately rather than attempt unfamiliar fixes
• Reliable attendance for the defined weekend shift schedule

Responsibilities

• Serve as first point of contact for client tickets and requests during shift
• Take detailed, accurate notes on every client engagement
• Resolve basic, well-defined issues independently: Password resets, Printer spool restarts, Program uninstalls/reinstalls, Slow computer cleanup
• Perform basic administration in Office 365, Okta, and Google Workspace
• Escalate network-level and other complex requests promptly, with clear documentation of what was observed and attempted
• Monitor and respond to alerts in RMM, security, and backup platforms per runbook/escalation guidance
• Support larger initiatives (migrations, implementations, digital transformation projects) as assigned
• Maintain ticket hygiene and SLA awareness within PSA tooling

Skills

English proficiency

Note taking

Client-facing professionalism

Willingness to learn

Attendance reliability

Tools

NinjaOne

Halo PSA

Inky Advanced Email Security

Huntress

SIEM basics

Druva

Job description

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.

Job Description

This is a remote position.

Role Summary

First point of contact for client support requests. Owns initial engagement, note‑taking, and resolution of well‑defined issues, escalating anything beyond basic scope with clear, complete documentation. This is not a solution‑design role — it's a foundation role built on accuracy, attentiveness, and impeccable documentation, with a growth path into more advanced technical work and larger client projects.

Responsibilities

• Serve as first point of contact for client tickets and requests during shift
  
• Take detailed, accurate notes on every client engagement
  
• Resolve basic, well‑defined issues independently:
  • Password resets
    
  • Printer spool restarts
    
  • Program uninstalls/reinstalls
    
  • Slow computer cleanup
    
• Perform basic administration in Office 365, Okta, and Google Workspace
  
• Escalate network‑level and other complex requests promptly, with clear documentation of what was observed and attempted
  
• Monitor and respond to alerts in RMM, security, and backup platforms per runbook/escalation guidance
  
• Support larger initiatives (migrations, implementations, digital transformation projects) as assigned
  
• Maintain ticket hygiene and SLA awareness within PSA tooling
  

Required Skills

• Strong English proficiency (written and verbal)
  
• Basic Office 365, Okta, and Google Workspace administration
  
• Meticulous, clear note‑taking and documentation habits
  
• Comfort learning and operating within multiple software platforms:
  • RMM: NinjaOne
    
  • PSA: Halo PSA
    
  • Email security: Inky Advanced Email Security
    
  • Endpoint/identity security: Huntress
    
  • SIEM: basic log review
    
  • Security awareness training: Huntress Security Awareness Training (curriculum review)
    
  • Backup/DR: Druva
    
• Ability to follow structured escalation paths and defined troubleshooting steps
  
• Client‑facing professionalism and communication
  

Qualifications

• Entry level — prior help desk, internship, or IT support exposure a plus but not required
  
• Willingness to learn across a broad tool set and elevate appropriately rather than attempt unfamiliar fixes
  
• Reliable attendance for the defined weekend shift schedule
  

Growth Path

This role is designed as an entry point into the MSP technical track. High performers gain exposure to networking, security operations, and project work, with a path toward L2 responsibilities and deeper ownership of client accounts.