Service Desk Agent

Job Description

Title: Service Desk Agent Location: Remote Remote US Type: Full-time Workplace: Fully remote 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. What You’ll Do As a Service Desk Agent , you’ll be at the heart of supporting IT operations by acting as the first point of contact for all inbound IT-related requests. You’ll help ensure smooth incident management and high-quality communication across various service channels. Here’s a glimpse into your day-to-day: Provide information and support for any inbound requests, ensuring clear communication and resolution. Maintain high-quality communication with customers across all service channels (phone, email, chat, etc.). Coordinate incident investigation, analysis, and closure by escalating issues to appropriate L1, L2, or L3 support teams. Perform standard report and data-gathering tasks, ensuring accuracy and adherence to established documentation. Effectively manage inbound alerts and escalate issues to the correct teams when needed. Manage personal schedule to ensure adequate coverage in a 24×7 Service Desk environment. Requirements What You Bring We’re all about skills, attitude, and passion. You’re a great fit if you have: University degree or technical/vocational certification in Computing, Electronics, or related IT field. Excellent communication skills, both verbal and written, in English to liaise with internal teams, departments, customer end users, and leadership. Keen attention to detail and the ability to multitask effectively. Strong prioritization skills and the ability to work independently with minimal supervision. Problem-solving abilities and basic troubleshooting skills. Ambition to grow and improve within the IT field. Bonus Points If You Have: Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook). Strong analytical skills for resolving issues and improving service delivery. Familiarity with SAP is a plus. Basic knowledge of Linux operating systems. Experience with database administration or understanding of databases. Understanding of ITSM tools and ITIL best practices. Knowledge in areas such as Networking, System Administration, Databases, or Application Support. Fluency in additional foreign languages. 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 Title: Service Desk Agent Title: Location: Remote Remote US Location: Type: Full-time Type: Workplace: Fully remote Workplace: Job Description: Job Description: About Protera 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. What You’ll Do What You’ll Do As a Service Desk Agent , you’ll be at the heart of supporting IT operations by acting as the first point of contact for all inbound IT-related requests. You’ll help ensure smooth incident management and high-quality communication across various service channels. Service Desk Agent Here’s a glimpse into your day-to-day: Provide information and support for any inbound requests, ensuring clear communication and resolution. Maintain high-quality communication with customers across all service channels (phone, email, chat, etc.). Coordinate incident investigation, analysis, and closure by escalating issues to appropriate L1, L2, or L3 support teams. Perform standard report and data-gathering tasks, ensuring accuracy and adherence to established documentation. Effectively manage inbound alerts and escalate issues to the correct teams when needed. Manage personal schedule to ensure adequate coverage in a 24×7 Service Desk environment. Provide information and support for any inbound requests, ensuring clear communication and resolution. Maintain high-quality communication with customers across all service channels (phone, email, chat, etc.). Coordinate incident investigation, analysis, and closure by escalating issues to appropriate L1, L2, or L3 support teams. Perform standard report and data-gathering tasks, ensuring accuracy and adherence to established documentation. Effectively manage inbound alerts and escalate issues to the correct teams when needed. Manage personal schedule to ensure adequate coverage in a 24×7 Service Desk environment. Requirements Requirements What You Bring What You Bring We’re all about skills, attitude, and passion. You’re a great fit if you have: University degree or technical/vocational certification in Computing, Electronics, or related IT field. Excellent communication skills, both verbal and written, in English to liaise with internal teams, departments, customer end users, and leadership. Keen attention to detail and the ability to multitask effectively. Strong prioritization skills and the ability to work independently with minimal supervision. Problem-solving abilities and basic troubleshooting skills. Ambition to grow and improve within the IT field. University degree or technical/vocational certification in Computing, Electronics, or related IT field. Excellent communication skills, both verbal and written, in English to liaise with internal teams, departments, customer end users, and leadership. Keen attention to detail and the ability to multitask effectively. Strong prioritization skills and the ability to work independently with minimal supervision. Problem-solving abilities and basic troubleshooting skills. Ambition to grow and improve within the IT field. Bonus Points If You Have: Bonus Points If You Have: Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook). Strong analytical skills for resolving issues and improving service delivery. Familiarity with SAP is a plus. Basic knowledge of Linux operating systems. Experience with database administration or understanding of databases. Understanding of ITSM tools and ITIL best practices. Knowledge in areas such as Networking, System Administration, Databases, or Application Support. Fluency in additional foreign languages. Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook). Strong analytical skills for resolving issues and improving service delivery. Familiarity with SAP is a plus. Basic knowledge of Linux operating systems. Experience with database administration or understanding of databases. Understanding of ITSM tools and ITIL best practices. Knowledge in areas such as Networking, System Administration, Databases, or Application Support. Fluency in additional foreign languages. Why Join Protera? 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 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