Service Desk Engineer - 2nd and/or 3rd Shift

10 hours, 9 minutes ago
Full-time
Mid Level
DevOps and Infrastructure
Protera

Protera

Protera Technologies modernizes, optimizes, and secures enterprise workloads in the cloud, offering proactive services to solve business challenges, optimize costs, and mitigate risks with transparency.

IT Services
251-1K
Founded 1998

Description

  • Manage and coordinate incidents, escalating issues to appropriate L1, L2, or L3 teams.
  • Provide accurate, timely communication to customers across all support channels.
  • Monitor and triage inbound alerts according to documented escalation procedures.
  • Collect data and produce advanced reports to support troubleshooting and issue analysis.
  • Initiate Major Incident Management processes when required.
  • Access customer systems to perform third-level troubleshooting as needed.
  • Respond to inbound requests with accurate and timely information.
  • Mentor and train new team members.
  • Manage schedules flexibly to support continuous 24x7 service desk operations.
  • Contribute to service quality, training, and continuous improvement initiatives.

Requirements

  • Degree or certification in Computing, Electronics, IT, or a related field, or equivalent experience.
  • Excellent written and verbal English communication skills.
  • Strong attention to detail and problem-solving ability.
  • Ability to multitask, prioritize, and work independently in a fast-paced environment.
  • Initiative and commitment to professional growth.
  • Familiarity with Microsoft Office applications, including Excel, PowerPoint, Outlook, and Word.
  • SAP knowledge or exposure.
  • Basic understanding of Linux, databases, networking, systems, or application support.
  • Understanding of ITSM tools and ITIL best practices.
  • Additional languages beyond English are preferred.

Benefits

  • Remote or hybrid work options.
  • Health benefits including two PPO medical plans, dental, vision, HSA, FSA, and dependent care FSA.
  • 401(k) retirement savings plan.
  • Company-paid life insurance.
  • Flexible PTO and paid holidays.
  • Mentorship, certifications, and career development opportunities.
  • People-first, globally minded culture with exposure to enterprise clients.

Interested in this position?

Apply directly on the company website

Apply Now

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