Remote 24/7 Service Desk Engineer

Protera; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Work from Home setup

Comprehensive medical benefits

Shift allowances

On-call allowance

Learning and development allowances

Job summary

Protera is hiring a Service Desk Engineer to act as the first line of support for global clients in a fast-paced, remote environment. You will resolve incidents, coordinate with L1-L3 teams, and contribute to service quality while maintaining a 24x7 support schedule.

You will guide customers, perform data-driven troubleshooting, and mentor newer staff as part of continuous improvement. Strong English, communication, and problem-solving skills are essential.

Qualifications

• Degree or certification in computing, electronics, or related IT field.
• Excellent verbal and written English communication.
• Strong attention to detail and a passion for problem-solving.
• Ability to multitask and work independently in a fast-paced environment.
• Willingness to grow and take initiative in your career.

Responsibilities

• Manage and coordinate incidents across 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.
• Support 24x7 service desk operations by managing your schedule.

Skills

English fluency

Problem solving

Multitasking

Independent work

Initiative

Education

Computing/Electronics degree

Tools

SAP knowledge

Linux basics

ITSM tools/ITIL

Networking knowledge

Job description

Protera is hiring a Service Desk Engineer to act as the first line of support for global clients in a fast-paced, remote environment. You will resolve incidents, coordinate with L1-L3 teams, and contribute to service quality while maintaining a 24x7 support schedule.

You will guide customers, perform data-driven troubleshooting, and mentor newer staff as part of continuous improvement. Strong English, communication, and problem-solving skills are essential.