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

Protera; Northern (KY); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Remote/hybrid work

Mentorship

Certifications

Career growth

Health benefits

Flexible PTO

Paid holidays

401k plan

Life Insurance

Job summary

Protera Technologies is seeking a Service Desk Engineer to be the first line of support for our global, enterprise clients. Based in the US with 24x7x365 Rotational Shifts, you will resolve incidents, escalate when needed, and contribute to training, service quality, and continuous improvement across L1–L3 support.

You’ll need a IT-related degree or certification, strong English communication, detail orientation, and the ability to multitask in a fast-paced environment.

Qualifications

• Degree or certification in IT field or equivalent experience.
• Excellent verbal and written communication in English.
• Strong attention to detail and problem-solving abilities.
• Ability to multitask and work independently in a fast-paced environment.

Responsibilities

• Manage incidents and coordinate with L1/L2/L3 teams.
• Communicate with customers across channels.
• Perform advanced reporting and data collection.
• Monitor inbound alerts and escalate per processes.
• Initiate Major Incident Management (MIM) when required.
• Access customer systems for third-level troubleshooting.
• Mentor and train new team members.
• Respond to requests with timely information.
• Maintain flexible schedule for 24x7 operations.

Skills

Communication skills

Multitasking

Attention to detail

Independent work

Growth mindset

Education

Degree in Computing/Electronics or related IT field

Tools

Microsoft Office

ITIL familiarity

Linux basics

SAP exposure

Networking basics

Databases basics

Job description

Protera Technologies is seeking a Service Desk Engineer to be the first line of support for our global, enterprise clients. Based in the US with 24x7x365 Rotational Shifts, you will resolve incidents, escalate when needed, and contribute to training, service quality, and continuous improvement across L1–L3 support.

You’ll need a IT-related degree or certification, strong English communication, detail orientation, and the ability to multitask in a fast-paced environment.