Senior Internal IT and Project Engineer - India

About Zazz

Zazz is a global IT services and technology company providing managed IT services, cloud solutions, cybersecurity, software engineering and technology consulting. Its managed services team supports clients through proactive monitoring, service desk support, infrastructure management and ongoing improvement. Zazz combines technical delivery with a focus on dependable services, clear accountability and long-term client relationships.

Role purpose

The Senior Internal IT and Project Engineer takes day-to-day ownership of Zazz’s internal IT services, Microsoft 365 environment and employee equipment lifecycle, alongside advanced third line support and assigned project delivery. You will resolve complex technical issues, coordinate equipment dispatch and recovery, manage changes and recurring problems, and deliver practical improvements to systems and services.

This is a hands-on engineering role with project management and project management office (PMO) responsibilities. Working remotely from India, you will coordinate with HR, Procurement, office teams, suppliers and service delivery leadership. Support priorities, project ownership and protected delivery time will be agreed with your manager, with capacity conflicts escalated early.

Key responsibilities

Third line technical support

• Own complex incidents and service requests escalated from L1 and L2, supporting Zazz’s internal environment and assigned client services across identity, cloud, endpoints, servers, networking and integrations.
  
• Lead technical investigation during major incidents, restore service safely and coordinate specialist or supplier support. Maintain clear ownership, regular updates and effective shift handovers.
  
• Work to agreed service priorities, applicable SLAs and escalation procedures. Escalate technical blockers, security concerns and service risks promptly.
  
• Maintain accurate HaloPSA records covering impact, diagnosis, actions, time, next steps and outcomes. Confirm service restoration before resolution and closure.
  
• Coach L1 and L2 engineers, document repeatable troubleshooting steps and publish knowledge articles that reduce repeat incidents and unnecessary escalations.
  

Internal IT and Microsoft 365 administration

• Own day-to-day administration and technical support for Zazz’s Microsoft 365 services, including Exchange Online, Teams, SharePoint Online and OneDrive, and related business applications.
  
• Administer Microsoft Entra ID identities, groups, roles and access policies. Apply approved multifactor authentication, conditional access and least-privilege controls; review and remediate access exceptions.
  
• Coordinate joiners, movers and leavers with HR and managers. Provision approved accounts, licences, access and equipment; complete timely access removal, session revocation and authorised data handover for leavers.
  
• Manage endpoint enrolment, configuration, application deployment, patching, encryption and compliance through Intune and approved endpoint or remote management tools. Maintain standard builds and readiness checks.
  
• Monitor service health, investigate email and collaboration issues, and coordinate Microsoft or supplier escalations. Maintain approved backup and recovery arrangements and verify restores where applicable.
  
• Review licence allocations, unused subscriptions and renewal requirements with Procurement and Finance. Maintain configuration records, operating procedures and internal support guidance.
  

Asset lifecycle and equipment logistics

• Maintain accurate asset records in HaloPSA and approved registers, including asset tag, serial number, model, assigned user, location, ownership, lifecycle status, warranty and relevant purchase details.
  
• Coordinate equipment requirements for starters, replacements, upgrades and loan devices. Confirm specifications, availability, approvals and delivery dates with managers, Procurement and suppliers.
  
• Arrange remote provisioning and coordinate physical preparation with office staff or fulfilment partners. Ensure devices pass build, security, enrolment and functional checks before issue.
  
• Coordinate shipping with local teams, suppliers and couriers: confirm recipients and addresses, arrange delivery or collection, record tracking details and obtain receipt confirmation.
  
• Own the follow-up process for leaver equipment, loan returns, repairs and replacements. Provide return instructions and labels where needed, track collections and escalate overdue, lost or damaged equipment.
  
• Confirm returned equipment has been received and inspected. Coordinate approved data retention, secure wiping, redeployment, warranty returns or disposal, and retain the relevant evidence.
  
• Reconcile assets with staff and office teams, investigate missing or inconsistent records, and maintain visibility of spare stock, outstanding returns and equipment awaiting repair or disposal.
  

Security and operational controls

Protect credentials, employee information and company data throughout support, project delivery and equipment handling. Follow approved access, retention and disposal procedures, and involve security specialists when needed. Obtain approval before purchases or material system changes, and retain a clear audit trail of approvals and completed work.

Change management

• Raise and maintain change records in HaloPSA for planned technical work. Document the business reason, scope, affected services and assets, risk, impact, dependencies and proposed implementation window.
  
• Prepare implementation steps, testing and validation criteria, communications and rollback plans. Coordinate technical review, required business approvals and Change Advisory Board (CAB) review where applicable.
  
• Implement changes only within the agreed authorisation and schedule, using the approved emergency process when necessary. Record outcomes, carry out post-implementation reviews and update asset and support documentation.
  

Problem management

• Identify recurring incidents, service trends and underlying technical risks. Open and own problem records, linking related incidents, changes and affected assets or services.
  
• Lead root cause investigations using evidence from tickets, logs, monitoring and suppliers. Record findings, workarounds and known errors, with clear owners and target dates for corrective actions.
  
• Deliver permanent fixes through approved changes or projects, verify that the underlying issue has been addressed, and share lessons learnt with the service desk.
  

Project management and PMO responsibilities

• Manage assigned internal and client IT projects from scoping through closure. Agree objectives, deliverables, assumptions, exclusions and acceptance criteria; contribute technical estimates and delivery plans.
  
• Build and maintain HaloPSA project plans, parent projects and child tasks with named owners, dates, milestones, dependencies and time budgets. Keep schedules and delivery status current.
  
• Prepare effort and cost estimates covering engineering, hardware, licences and suppliers. Obtain budget approval, track actuals and forecast remaining costs, escalating potential overspend early.
  
• Coordinate engineering capacity, supplier activity and stakeholder availability. Maintain risks, assumptions, issues and dependencies (RAID), together with decisions, actions and recovery plans.
  
• Provide regular stakeholder updates and PMO reporting on milestones, budget, resources, risks and decisions required. Maintain project templates, governance records and portfolio information.
  
• Assess and obtain approval for scope changes. Close projects with documented acceptance, reconciled time and costs, lessons learnt and a clear transition into ongoing support.
  

Hands on project engineering

• Assess environments and turn approved requirements into practical technical designs, deployment plans and test plans, seeking specialist review where required.
  
• Deliver Microsoft 365 and identity improvements, endpoint rollouts, migrations and infrastructure upgrades. Configure and troubleshoot solutions using approved tools and repeatable deployment methods.
  
• Execute approved changes, coordinate user acceptance testing and support go-live and stabilisation. Resolve implementation issues and confirm agreed acceptance criteria have been met.
  
• Produce configuration records, diagrams, support procedures and knowledge articles in IT Glue or approved systems. Hand over access, monitoring, support ownership and outstanding actions to operational teams.
  

Person specification

Essential experience and skills

• Proven third line support or senior IT engineering experience, with ownership of complex incidents and internal IT services in an MSP or a distributed organisation.
  
• Strong practical experience administering Microsoft 365, Entra ID, Windows endpoints and device management, including identity, permissions, licensing and secure employee onboarding and offboarding.
  
• Advanced troubleshooting across cloud services, Windows infrastructure, DNS, DHCP, TCP/IP, firewalls and VPNs, with an understanding of security, backup and recovery controls.
  
• Experience managing equipment and asset records, coordinating suppliers and couriers, and following through on device delivery, returns, repair and disposal.
  
• Demonstrable project delivery experience covering plans, estimates, budgets, milestones, dependencies, risks, stakeholder communication and hands-on implementation.
  
• Practical Change and Problem Management experience, accurate ITSM or PSA records, and the ability to maintain usable technical documentation and mentor colleagues.
  
• Clear written and spoken English, strong organisation and the ability to work independently with international teams. Availability to work remotely from India during the stated shift.
  

Desirable experience and qualifications

• Experience with HaloPSA, NinjaOne, Huntress, IT Glue, Keeper, Addigy or Druva; familiarity with Azure, macOS or other cloud platforms.
  
• PowerShell scripting, automation, standardised device deployment and experience contributing to PMO reporting or delivery standards.
  
• Relevant Microsoft, ITIL, cloud or networking qualifications, and PRINCE2, APM or PMP certification; equivalent practical experience is equally valued.
  

Measures of success

Performance will be assessed against agreed objectives and available capacity: reliable internal IT services; timely joiner and leaver completion; accurate asset records and equipment recovery; effective third line resolution; controlled changes and fewer recurring issues; and projects delivered to agreed scope, milestones, budget and acceptance criteria. Clear communication, documentation and operational handover are expected throughout.