Remote Service Desk Engineer (2nd/3rd Shift) - 24x7

Protera; Chicago (IL); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Two PPO Medical plans

Dental

Vision

Health Savings Account

Flexible Spending Accounts

Dependent Care FSA

401k retirement savings plan

Life Insurance

Flexible PTO policy

Paid Holidays

Job summary

Protera Technologies seeks a Service Desk Engineer to join our global IT operations. You will be the first line of support for enterprise clients, resolve incidents, and escalate as needed to L1/L2/L3 teams while contributing to training and continuous improvement.

You will work in a fast-paced, 24x7 environment with flexible remote/hybrid options, collaborate across global offices, and help maintain high service quality through accurate communication and robust issue resolution.

Qualifications

• Degree or certification in Computing, Electronics, or related IT field (or equivalent).
• Excellent verbal and written communication skills in English.
• Strong attention to detail and problem-solving abilities.
• Ability to multitask, prioritize, and work independently in a fast-paced environment.
• Eagerness to grow and take initiative in your career.

Responsibilities

• Manage incidents and coordinate with L1/L2/L3 teams for timely resolutions.
• Deliver high-quality communications to customers across channels.
• Conduct advanced reporting and data collection to support resolution.
• Monitor alerts and follow escalation procedures for incidents.
• Initiate Major Incident Management when required.
• Access customer systems for third-level troubleshooting when needed.
• Mentor and train new team members to support growth.
• Maintain flexibility to support 24x7 service desk operations.

Skills

English communication

Attention to detail

Problem solving

Multitasking

Independent work

Initiative

Education

IT-related degree or cert

Tools

SAP knowledge

Linux basics

ITSM tools

Networking basics

Database monitoring

Job description

Protera Technologies seeks a Service Desk Engineer to join our global IT operations. You will be the first line of support for enterprise clients, resolve incidents, and escalate as needed to L1/L2/L3 teams while contributing to training and continuous improvement.

You will work in a fast-paced, 24x7 environment with flexible remote/hybrid options, collaborate across global offices, and help maintain high service quality through accurate communication and robust issue resolution.