Service Desk Engineer

Position name

Service Desk Engineer

Location

Remote (Hyderabad)/Mumbai

Shift timing

24*7

About the company

Protera is a Great Place To Work® Certified™ in India.

Protera Technologies, is a global Total IT Outsourcing Services Provider for SAP-centric organizations. The Company was formed in the mid-90s to provide comprehensive end-to-end IT solutions for customers with SAP in the core of their IT resources. Protera Technologies has capitalized on its unbeatable experiences with SAP to evolve into a pioneer of end-to-end total IT Outsourcing global solutions that covers all IT needs of an organization. Since its founding in 1998, Protera Technologies is committed to enabling constant change while improving quality and reducing total cost of ownership for all IT resources of an SAP centric organization.

Vision

Protera envisages to be the premier on-demand operational platform supporting all IT needs for SAP centric organizations.

Mission

The company aims to deliver the best forward-thinking ITO Services Platform empowering organizations to leverage IT to drive business growth and efficiency gains.

Values

Impact

Create intentional and meaningful interactions to improve, innovate and inspire.

Curiosity

Stay curious about the evolution and journey of each other.

Authenticity

High integrity individuals working together for the greater good.

Celebration

Of our work, our people, our clients, our traditions, and our communities.

To know more about us you can visit our website .

Role overview

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, escalate 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.

Requirements

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)

Benefits

Work from Home set-up

Comprehensive medical benefits

Gratuity, PF, EPS and Bonus, NPS

Shift Allowances

On-call Allowance

Health and wellness Allowances

Learning and Development Allowances

No question asked certification policy

Certification Bounty Bonus

Originally posted on Himalayas