Job Information Date Opened 11 28 2025Job Type Full timeWork Experience 1-3 yearsIndustry ServicesRemote Job About Us 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 workplace 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 This is a remote position Overview 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 Key Responsibilities Ticketing Documentation 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 Remote Support Troubleshooting 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 User Account Access Support 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 Identity Verification 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 Communication Phone Support 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 Escalation Management 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 Skills 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 Soft Skills 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

📌 Service Desk Engineer (India)
🏢 ZAZZ
📍 India