Global 24/7 Service Desk Engineer – SAP & Cloud Ops

Protera; Ohio; Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Private health insurance

Flexible remote/hybrid work setup

Mentorship and certifications

Job summary

Protera is seeking a Service Desk Engineer to be the first line of support in a global, fast-paced IT environment. You will assist enterprise clients with incidents and issues that affect mission-critical systems, ensuring smooth, around-the-clock operations.

You will manage incidents across L1–L3, communicate clearly, perform data collection and monitoring, and mentor new teammates, while contributing to training and continuous improvement.

Qualifications

• Degree or certification in Computing, Electronics, or related IT field (or equivalent experience).
• Excellent verbal and written communication skills in English.
• Strong attention to detail and a passion for problem-solving.

Responsibilities

• Manage and coordinate incidents, escalating to L1/L2/L3 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 escalation processes.
• Initiate the Major Incident Management (MIM) process when required.
• Access customer systems to conduct third-level troubleshooting.
• Mentor and train new team members to support growth within the team.
• Respond to inbound requests with accurate and timely information.
• Manage your schedule to support 24x7 service desk operations.

Skills

Communication skills

Problem solving

Multitasking

Initiative

Education

Bachelor's degree in IT or related field

Tools

Microsoft Office Suite

ITSM tools

Linux basics

SAP knowledge

Job description

Protera is seeking a Service Desk Engineer to be the first line of support in a global, fast-paced IT environment. You will assist enterprise clients with incidents and issues that affect mission-critical systems, ensuring smooth, around-the-clock operations.

You will manage incidents across L1–L3, communicate clearly, perform data collection and monitoring, and mentor new teammates, while contributing to training and continuous improvement.