Service Desk Engineer
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Job Description
Service Desk Engineer handling incident resolution and customer communication in a global IT environment. Collaborating with enterprise clients to ensure continuous support and service quality.
Responsibilities:
- 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 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:
- **What You Bring**
- We’re all about skills, attitude, and passion. You’re a great fit if you have:
- 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.
- **Bonus Skills That Make You Stand Out**
- 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:
- Protera offers a variety of health and wellbeing programs. Benefit options include two PPO Medical plans, Dental, Vision, Health Savings Account, Flexible Spending Accounts, Dependent Care FSA, 401k retirement savings plan, company paid Life Insurance, Flexible PTO policy, Paid Holidays.
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