Senior Service Desk and Project Engineer - LATAM

This is a remote position. 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 Service Desk and Project Engineer combines advanced third line support with project management and hands-on project engineering. You will own complex technical escalations, manage assigned IT projects from scope through to completion, and implement the solutions those projects deliver. Working with service delivery leadership, engineers, clients and suppliers, you will maintain reliable services while delivering controlled, well-documented improvements. Service desk support remains a core responsibility. Project ownership and protected delivery time will be agreed with your manager, with competing priorities and capacity risks escalated early. Key responsibilities Third line service desk support Own complex incidents and service requests escalated from L1 and L2, diagnosing issues across cloud services, identity, servers, networks, endpoints and integrations. Lead technical investigation during major incidents, restore service safely and coordinate specialist or supplier support while re