Senior Service Desk and Project Engineer – LATAM

Job not on LinkedIn

🔥 11 minutes ago

💃 Latin America – Remote

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Zazz

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

💼 Consulting

📣 Marketing

🔌 API

Consulting • Marketing • API

Zazz is an American mobile app development company that specializes in architecting and maintaining digital solutions for a diverse range of clients, including VC-backed startups, government agencies, and Fortune 500 companies. With a team of over 275 engineers and designers, Zazz offers end-to-end services from product strategy to mobile app development and blockchain solutions. The company prides itself on leveraging the latest technologies and methodologies to deliver high-quality products and innovative solutions that help businesses grow and adapt in a digital-first world.

📋 Description

• Own complex third-line incidents and service requests escalated from L1 and L2 across cloud services, identity, servers, networks, endpoints and integrations • Lead technical investigations during major incidents, restore services safely and coordinate specialist or supplier support • Work to client SLAs and Zazz escalation procedures; escalate blockers and service risks promptly • Investigate recurring faults through Problem Management and deliver permanent remediation through approved changes • Maintain accurate HaloPSA records and validate outcomes before resolution and closure • Coach L1 and L2 engineers and publish reusable troubleshooting knowledge • Manage assigned IT projects from scope through completion and contribute to PMO practices using HaloPSA • Define objectives, scope, deliverables, assumptions, exclusions and acceptance criteria with clients and stakeholders • Maintain project plans, tasks, milestones, dependencies, budgets, costs, risks, issues, decisions and delivery status • Plan resources and coordinate engineers, suppliers and client teams • Control scope changes, provide client updates and weekly internal reporting • Close projects with acceptance, reconciled time and costs, lessons learned and operational handover • Assess client environments and translate requirements into technical designs and implementation plans • 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, implementation, testing, rollback plans and maintenance windows • Configure and validate solutions, troubleshoot implementation issues, coordinate user acceptance testing and support go-live stabilisation • Produce configuration records, diagrams, operating procedures and support documentation in IT Glue and approved systems • Transfer monitoring, access, support ownership and outstanding actions to the service desk • Apply least privilege, secure credential handling and client security requirements • Coordinate security incidents with appropriate specialists • Identify out-of-scope work and commercial opportunities, obtain expenditure approvals and record chargeable and non-chargeable time accurately

🎯 Requirements

• 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 • Hands-on experience with cloud infrastructure, preferably Microsoft Azure, virtualisation, backup, recovery, monitoring and security controls • Demonstrable delivery of IT projects with 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, ability to organise competing demands, mentor colleagues and explain risks and options to non-technical stakeholders • Experience with HaloPSA, NinjaOne, Huntress, IT Glue, Keeper, Addigy or Druva is desirable • Experience with Google Workspace, Apple environments, AWS or Google Cloud is desirable • PowerShell scripting, repeatable deployment methods and automation experience is desirable • ITIL, Microsoft, cloud or networking qualifications, and PRINCE2, APM or PMP certification are desirable • Experience supporting regulated clients, security remediation and projects involving third-party suppliers or geographically distributed teams is desirable

🏖️ Benefits

• Remote work • Protected project delivery time agreed with manager • ITIL, Microsoft, cloud or networking qualifications valued • PRINCE2, APM or PMP certification valued • Relevant practical experience equally valued