Service Desk Engineer - 2nd and/or 3rd Shift

About Protera

Welcome to Protera Technologies, where we’re reimagining how SAP-centric organizations work in the cloud. Since 1998, we’ve been pioneers in bringing SAP and related applications to the cloud—think Microsoft Azure and AWS. Our global crew, spanning the US with offices in Chicago (HQ), Athens, Greece, and Mumbai, India, is on a mission to make IT smoother, faster, and more fun for our clients.

But here’s the thing: we’re not your typical “serious tech company.” While we’re obsessed with delivering top-notch IT solutions, we’re all about keeping it real, approachable, and enjoyable. We work hard, but we also play hard—whether we’re collaborating on cloud optimizations, enhancing security, or just hanging out as a team.

At Protera, we believe in empowering SAP-centric organizations with the best tools and tech to drive growth, and we love what we do. Our values? Simple: stay curious, stay authentic, and make meaningful connections. We celebrate wins big and small, whether it's a successful project or a fun team event.

If you’re looking for a place where tech and fun collide, come join us and see what makes Protera a great place to work.

Work Schedule: 24x7x365 (Rotational Shifts)

What You’ll Do

As a Service Desk Engineer , you’ll be the first line of support in a global, fast-paced IT environment. You’ll work with enterprise clients to resolve incidents, escalate technical issues, and support mission-critical systems—ensuring smooth operations around the clock. You’ll also contribute to training, service quality, and continuous improvement.

Here’s a glimpse into your day-to-day:
- Manage and coordinate incidents, escalating to appropriate L1, L2, or L3 teams as needed.
- Deliver high-quality communication to customers through all support channels.
- Perform advanced reporting and data collection to support issue resolution and analysis.
- Monitor and triage inbound alerts, following documented escalation processes.
- Initiate the Major Incident Management (MIM) process when required.
- Access customer systems to conduct third-level troubleshooting when necessary.
- Mentor and train new team members to support growth within the team.
- Respond to inbound requests with accurate and timely information.
- Manage your schedule flexibly to support 24x7 service desk operations.