Service Desk Engineer

Protera Technologies is seeking a dedicated Service Desk Analyst to join our dynamic team. As part of our 24 x 7 x 365 service center operation, you will play a crucial role in ensuring smooth and effective communication between internal teams and external customers.

Founded in the mid-1990s, Protera is an SAP Certified Global Total IT Outsourcing Provider specializing in SAP-centric organizations. We pioneered the operation of SAP in the cloud, running thousands of instances on Microsoft Azure and AWS. Our Chicago headquarters is complemented by offices in Athens, Greece, and Mumbai, India, allowing us to deliver top-quality, cost-effective solutions tailored to our customers' needs.

Key Responsibilities:

• Manage the full lifecycle of incidents and service requests received from customers.
• Coordinate incident investigation and resolution by communicating with the appropriate L1, L2, and L3 support teams.
• Follow all Service Desk policies and procedures while working in a shift-based environment.

Requirements

Must Have:

• Excellent verbal and written communication skills in English.
• Strong attention to detail.
• Ability to multitask, prioritize and work independently.
• Effective problem-solving and troubleshooting capabilities.
• Willingness to work a shift schedule.
• Desire to grow and commit to the role.
• Ability to lift up to 40 pounds.
• Knowledge of end device troubleshooting (laptops, printers, etc.).
• Technical skills with server equipment installation (rack/unrack and cable).
• Participation in backup operations and asset management lifecycle.
• Ability to pass a background check.

Nice to Have:

• Familiarity with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).
• Analytical skills.
• Basic knowledge of Linux.
• Understanding of database administration.
• Keen understanding of ITSM tools and ITIL best practices.
• Experience in Networking, System Administration, Databases, or Application Support.
• Foreign language skills (Spanish, French, German) are advantageous.

Benefits

• Competitive salary package
• Comprehensive health and dental insurance
• Professional development opportunities
• Collaborative and supportive work environment
• Unlimited PTO