Service Desk Engineer
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Job Description
Service Desk Engineer resolving incidents and technical issues for Protera Technologies, a global SAP-focused IT outsourcing provider. Supporting mission-critical systems and 24x7 service desk operations.
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:
- Work from Home set-up
- Comprehensive medical benefits
- Gratuity, PF, EPS and Bonus, NPS
- Shift Allowances
- On-call Allowance
- Health and wellness Allowances
- Learning and Development Allowances
- No question asked certification policy
- Certification Bounty Bonus
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