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L1 Service Desk Engineer

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Zazz

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IT - Administration

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Job Description:

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.

Job Responsibility:

  • 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
  • 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
  • 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
  • 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
  • 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)
  • 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:

  • 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
  • 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
What we offer:
  • Thriving work environment
  • Opportunities for continuous learning
  • Chance to work with some of the best minds in the industry

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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