Senior Service Desk & Project Engineer - Remote

Zazz; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

ZAZZ is seeking a Senior Service Desk and Project Engineer to support LATAM clients in a remote role. You will own complex incidents, manage IT projects from scope to delivery, and coordinate with clients, suppliers and the service desk.

The role demands strong Microsoft 365, Entra ID, AD and Azure skills, extensive troubleshooting, and hands-on project engineering. You'll mentor L1/L2 engineers and contribute to improving delivery standards.

Qualifications

• Proven third line support in an MSP or similar.
• Strong knowledge of Microsoft 365 and Entra ID.
• Advanced troubleshooting across DNS, DHCP, TCP/IP, and networking.
• Delivery of IT projects with plans, budgets and milestones.
• Experience using PSA/ITSM, and documenting work.
• Clear client communication and mentoring of colleagues.

Responsibilities

• Own complex incidents and service requests across cloud services, identity, servers, networks, endpoints and integrations.
• Lead technical investigation during major incidents and coordinate support.
• Maintain HaloPSA records with impact, priority and actions; ensure client updates.
• Coach L1/L2 engineers and publish reusable knowledge.
• Manage projects in HaloPSA; control scope, budgets and delivery status.
• Close projects with acceptance, costs, lessons learned and handovers.

Skills

3rd line support

Project coordination

Incident management

Client communication

Tools

Microsoft 365

Microsoft Entra ID

Active Directory

Windows Server

HaloPSA

IT Glue

Azure

Job description

ZAZZ is seeking a Senior Service Desk and Project Engineer to support LATAM clients in a remote role. You will own complex incidents, manage IT projects from scope to delivery, and coordinate with clients, suppliers and the service desk.

The role demands strong Microsoft 365, Entra ID, AD and Azure skills, extensive troubleshooting, and hands-on project engineering. You'll mentor L1/L2 engineers and contribute to improving delivery standards.