Service Desk Engineer – 2nd and/or 3rd Shift
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Job Description
Service Desk Engineer resolving incidents and monitoring alerts for Protera’s SAP-centric enterprise cloud clients. Supporting mission-critical systems across rotational 24x7x365 shifts.
Responsibilities:
- 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
Requirements:
- A degree or certification in Computing, Electronics, or a related IT field (or equivalent experience)
- Excellent verbal and written communication skills in English
- Strong attention to detail and a passion for problem-solving
- Ability to multitask, prioritize, and work independently in a fast-paced environment
- Eagerness to grow and take initiative in your career
- Familiarity with 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, or Application Support
- Additional languages beyond English (a plus)
Benefits:
- Two PPO Medical plans
- Dental insurance
- Vision insurance
- Health Savings Account
- Flexible Spending Accounts
- Dependent Care FSA
- 401k retirement savings plan
- Company paid Life Insurance
- Flexible PTO policy
- Paid Holidays
- Mentorship
- Certifications
- Career growth
- Flexible work setup (remote/hybrid)
- People-first culture with a global mindset
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