Service Desk Engineer - 2nd and/or 3rd Shift

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

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)

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, escalating 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

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

Protera offers a variety of health and wellbeing programs. Benefit options include:

• two PPO Medical plans
• Dental
• Vision
• Health Savings Account
• Flexible Spending Accounts
• Dependent Care FSA
• 401k retirement savings plan
• company paid Life Insurance
• Flexible PTO policy
• Paid Holidays