Senior Internal IT and Project Engineer - India

About this role

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 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…