The Service Desk Engineer (L1 / L1.5) is responsible for providing first-line technical support and service request management for ZainTECH's Managed Services customers across the GCC. The role serves as the primary point of contact for customer incidents and service requests, ensuring timely resolution, accurate ticket management, and effective coordination with technical support teams in accordance with agreed Service Level Agreements (SLAs).

Working closely with the Network Operations Centre (NOC), Managed Services Engineering teams, Customer Success Managers, and other operational stakeholders, the Service Desk Engineer provides initial troubleshooting, incident classification, customer communication, and escalation management. The L1.5 level carries additional responsibilities for handling more complex technical issues, supporting first-line escalations, maintaining service quality, and providing operational guidance to L1 engineers.

Responsibilities:

Incident & Service Request Management (L1 and L1.5)

• Respond to customer portal requests and hotline calls within agreed response targets, ensuring accurate issue identification and documentation.
• Log all customer requests and incidents in ServiceNow, including requests received through email, Account Managers, or Customer Success Managers, within one business day.
• Classify tickets as incidents, service requests, or changes, and assign priorities in accordance with agreed priority matrices and customer contracts.
• Provide first-contact resolution for standard technical issues, including password resets, MFA, account unlocks, Microsoft 365 access, VPN connectivity, printer issues, basic client troubleshooting, and standard access requests.
• Route tickets to the appropriate technical teams, including Cloud & Compute, Network & Connectivity, Database & Middleware, Backup & DR, and End-User Computing, ensuring complete documentation of symptoms, troubleshooting steps, screenshots, and business impact.
• Maintain regular customer communication, providing updates at agreed intervals and confirming issue resolution before ticket closure.
• Immediately escalate P1/P2 incidents through the major incident management process and provide initial customer communication.
• Follow established escalation procedures for customer dissatisfaction or potential SLA breaches.
• Ensure all privileged access is managed through PAM360 and comply with customer access and data-handling policies.

Advanced Technical Support & Escalation Management (L1.5)

• Handle first-line escalations from L1 engineers and troubleshoot more complex technical issues, including Entra ID / Active Directory group and policy issues, Intune enrolment and compliance basics, Windows client troubleshooting, and basic network connectivity checks.
• Perform N-able N-central tasks, including agent health monitoring, patch status checks, remote support sessions using Take Control, and scheduled maintenance checks.
• Support the NOC in managing Site24x7 and N-able alerts that develop into customer incidents.
• Review the quality of L1 tickets regularly, ensuring accurate classification, prioritization, documentation, and closure codes, while providing coaching and guidance to L1 engineers.
• Develop and maintain knowledge articles and operational runbooks, promoting self-service capabilities and continuous service improvement.
• Provide shift lead coverage when required, coordinating shift handovers, monitoring ticket queues and SLA timelines, and escalating tickets at risk of breaching agreed targets.

Our Culture & Code of Conduct:

At ZainTECH, we take pride in a culture built on collaboration, innovation, and uncompromising integrity. We are looking for individuals who share these values and are committed to customer-centricity and ethical excellence. All employees are expected to uphold our Code of Conduct, which serves as a guiding framework for responsible behavior across everything we do — from how we work with each other to how we engage with clients and partners globally.

Requirements

• L1: 2–4 years of experience in an enterprise or managed services service desk environment, working in accordance with SLAs.

• L1.5: 3–5 years of experience, including at least 1 year handling first-line escalations or acting as a shift lead.
• ServiceNow ITSM, including incident management, service requests, knowledge management, and SLA tracking.
• Microsoft 365 administration, including Entra ID user administration, Exchange Online basics, Teams, and OneDrive.
• Active Directory user and group administration.
• Remote support tools such as N-able Take Control or equivalent.
• Windows 10/11 client troubleshooting and basic networking, including DNS, DHCP, and VPN.
• Familiarity with PAM360, N-able N-central, Microsoft Intune, and Site24x7 monitoring is an advantage.
• Experience supporting customers across the GCC is an advantage.
• Degree in IT, Engineering, or a related field, or equivalent practical experience.
• Required Certifications: ITIL 4 Foundation (to be obtained within 6 months of joining).
• Preferred Certifications: L1: Microsoft 365 Fundamentals (MS-900), L1.5: MS-900 plus one of the following: MD-102, AZ-900, CompTIA A+, or CompTIA Network+.