Protera
SAP-centric organizations
ServiceDeskEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Service Desk Engineer at Protera. Manage and coordinate incidents. escalating to appropriate L1, L2, or L3 teams”
What You'll Achieve.
ensuring smooth operations around the clock; support issue resolution and analysis; support growth within the team; support 24x7 service desk operations
Industry & Context.
passion for problem-solving
24x7x365 (Rotational Shifts)
What They're Looking For.
Must Have
degree or certification in Computing, Electronics, or a related IT field (or equivalent experience), Excellent verbal and written communication skills in English, attention to detail, passion for problem-solving, Ability to multitask, prioritize, work independently in a fast-paced environment, Eagerness to grow, take initiative in your career
Nice to Have
Microsoft Office (Excel, PowerPoint, Outlook, Word), SAP knowledge or exposure, Basic understanding of Linux, Insight into database administration or monitoring, Understanding of ITSM tools and ITIL best practices, Knowledge in Networking, Systems, Databases, Application Support, Additional languages beyond English
What You'll Do.
Manage and coordinate incidents
escalating to appropriate L1
Deliver high-quality communication to customers
Perform advanced reporting and data collection
Monitor and triage inbound alerts
Initiate the Major Incident Management (MIM) process
Access customer systems to conduct third-level troubleshooting
Mentor and train new team members
Respond to inbound requests with accurate and timely information
Manage your schedule flexibly to support 24x7 service desk operations
How You'll Work.
Team & Collaboration
collaborating on cloud optimizations; enhancing security; hanging out as a team; Mentor and train new team members
Communication Scope
Excellent verbal and written communication skills in English; Deliver high-quality communication to customers
Process & Methodology
Major Incident Management (MIM)
Full Job Description
**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 Inc
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