Service Desk Engineer

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

About Protera

Welcome to Protera Technologies, where we’re reimagining how SAP-centric organizations work in the cloud. Since 1998, we’ve been pioneers in bringing SAP and related applications to the cloud—think Microsoft Azure and AWS. Our global crew, spanning the US with offices in Chicago (HQ), Athens, Greece, and Mumbai, India, is on a mission to make IT smoother, faster, and more fun for our clients.

But here’s the thing: we’re not your typical “serious tech company.” While we’re obsessed with delivering top-notch IT solutions, we’re all about keeping it real, approachable, and enjoyable. We work hard, but we also play hard—whether we’re collaborating on cloud optimizations, enhancing security, or just hanging out as a team.

At Protera, we believe in empowering SAP-centric organizations with the best tools and tech to drive growth, and we love what we do. Our values? Simple: stay curious, stay authentic, and make meaningful connections. We celebrate wins big and small, whether it's a successful project or a fun team event.

If you’re looking for a place where tech and fun collide, come join us and see what makes Protera a great place to work.

Work Schedule:

24x7x365 (Rotational Shifts)

English fluency required – Please submit your CV in English.

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, eliminate 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.

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)

Why Join Protera?

• Work with global enterprise clients
• Learn fast with mentorship, certifications, and career growth
• Make a real impact in a company where ideas are welcome
• Flexible work setup (remote/hybrid)
• People-first culture with a global mindset

Ready to Make the Move?

We’d love to meet you.

Not sure yet? Check us out at www.protera.com or connect with our team on LinkedIn.

Protera is proud to be an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.

• Competitive wages and stability
• Private health insurance
• Growth opportunity and quick advancement based on performance
• Employee appreciation programs
• International and multicultural environment
• Welcoming and friendly work environment within young team
• Offices next to metro station
• Continuous training and opportunity for career development using cutting edge Cloud Technology & Certifications