Live opening · Posted 7 days ago
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Protera Technologies is seeking a dedicated Service Desk Engineer (2nd Shift) to join our dynamic team. This role is part of our 24x7x365 service center operation and is critical to ensuring smooth, effective communication between internal teams and external customers.
This position supports our second shift operations (12:00 PM – 8:00 PM or 1:00 PM – 9:00 PM EST, Monday through Friday) and includes rotational weekend coverage. When scheduled to work a weekend shift, you will receive a designated weekday off.
We are specifically seeking candidates who are fluent in both Spanish and English, with strong verbal and written communication skills in both languages.
Founded in the mid-1990s, Protera is an SAP Certified Global Total IT Outsourcing Provider specializing in SAP-centric organizations. We pioneered SAP cloud operations and run thousands of instances on Microsoft Azure and AWS. Our Chicago headquarters is complemented by offices in Athens, Greece, and Mumbai, India—enabling us to deliver high-quality, cost-effective solutions globally.
Key Responsibilities:
Manage the full lifecycle of incidents and service requests received from customers
Serve as a primary communication point between customers and technical teams
Coordinate incident investigation and resolution across L1, L2, and L3 support teams
Follow all Service Desk policies and procedures in a structured, shift-based environment
Document all interactions, resolutions, and updates accurately in ITSM tools
Schedule Requirements:
2nd Shift: 12:00 PM – 8:00 PM or 1:00 PM – 9:00 PM EST
Workweek: Monday–Friday
Weekend Rotation: Required based on team schedule
Compensation for Weekend Work: Scheduled weekday off when weekend shifts are assigned
Requirements
Must Have:
Fluency in Spanish and English (verbal and written)
Excellent communication and customer service skills
Strong attention to detail
Ability to multitask, prioritize, and work independently
Effective problem-solving and troubleshooting abilities
Willingness to work a fixed shift with rotational weekend coverage
Strong desire to learn, grow, and commit to the role
Ability to lift up to 40 pounds
Knowledge of end-user device troubleshooting (laptops, printers, etc.)
Basic technical skills with server hardware (rack/unrack, cabling)
Experience supporting backup operations and asset lifecycle management
Ability to pass a background check
Nice to Have:
Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Analytical thinking skills
Basic knowledge of Linux
Understanding of database administration concepts
Exposure to ITSM tools and ITIL best practices
Experience in Networking, Systems Administration, Databases, or Application Support
Benefits
Competitive salary package
Comprehensive health and dental insurance
Professional development opportunities
Collaborative and supportive work environment
Unlimited PTO
Work arrangement
No
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