Qualifications
What You’ll DoAs a Service Desk Engineer, you will serve as the initial point of contact in a fast-paced global IT environment. Your role will involve collaborating with enterprise clients to troubleshoot incidents, escalate technical challenges, and ensure the seamless operation of mission-critical systems around the clock. You will also play a vital role in training, enhancing service quality, and driving continuous improvement.Your daily responsibilities will include:Managing and coordinating incidents, with appropriate escalation to L1, L2, or L3 teams as necessary.Providing high-quality communication to customers across all support channels.Conducting advanced reporting and data collection to facilitate issue resolution and analysis.Monitoring and triaging inbound alerts, adhering to documented escalation processes.Initiating the Major Incident Management (MIM) process when required.Accessing customer systems for third-level troubleshooting when needed.Mentoring and training new team members to foster team growth.Responding to inbound requests with accurate and timely information.Flexibly managing your schedule to support 24x7 service desk operations.
About the job
About Protera Technologies
Join Protera Technologies, a trailblazer in transforming how SAP-centric organizations operate in the cloud. With a legacy dating back to 1998, we have been at the forefront of migrating SAP and related applications to the cloud, leveraging platforms like Microsoft Azure and AWS. Our dynamic team spans across the globe, with headquarters in Chicago, and offices in Athens and Mumbai, all committed to enhancing IT solutions for our clients.
We pride ourselves on being more than just a conventional tech company. Our passion for delivering exceptional IT solutions is matched by our commitment to a fun and engaging work culture. We work diligently, yet we never forget to enjoy our time together, whether we're optimizing cloud environments, fortifying security, or simply celebrating team achievements.
At Protera, we empower SAP-centric organizations with cutting-edge tools and technology to foster growth. Our core values include curiosity, authenticity, and building meaningful connections. We celebrate both significant milestones and everyday victories, making our workplace a vibrant community.
If you’re eager to blend technology with a sense of fun, we invite you to explore what makes Protera a fantastic place to work.
Work Schedule: 24x7x365 (Rotational Shifts)
Fluency in English is mandatory – Please submit your CV in English.
About Protera Technologies
Protera Technologies is an innovative leader in cloud-based solutions for SAP-centric organizations. With a global presence and a commitment to transforming IT services, we are passionate about delivering exceptional technology solutions while fostering a vibrant workplace culture.