Service Desk Engineer

Protera Technologies is a globally recognised Total IT Outsourcing Services Provider that specialises in SAP‑centric organisations. Founded in 1998, the company has grown from a niche SAP support outfit to a full‑stack IT partner, delivering end‑to‑end solutions that span infrastructure, application management, cloud migration and security. Protera’s commitment to quality, cost‑efficiency and continuous innovation has earned it the Great Place To Work® certification in India, reflecting a culture that values impact, curiosity, authenticity and celebration.

The firm’s vision is to become the premier on‑demand operational platform for SAP‑centric enterprises, while its mission focuses on empowering clients to leverage technology for business growth.

As a Service Desk Engineer, you will be the first line of defence for enterprise clients operating in a 24×7 environment. You will handle incident tickets, coordinate escalations, and ensure that critical systems stay up and running. The role blends technical troubleshooting with strong customer communication, requiring you to triage alerts, initiate Major Incident Management when needed, and provide accurate, timely updates across multiple channels.

You will also mentor junior team members, contribute to knowledge‑base articles, and help drive continuous improvement initiatives.

Key Responsibilities

• Log, prioritise and resolve incidents, escalating to L1/L2/L3 teams as per defined SLAs.
• Communicate incident status and resolution steps clearly to customers via phone, email and chat.
• Perform advanced reporting and data collection to aid root‑cause analysis.
• Monitor inbound alerts, follow documented escalation procedures, and trigger Major Incident Management when required.
• Access customer environments for third‑level troubleshooting and system checks.
• Mentor and train new hires, sharing best practices and process knowledge.
• Respond to service requests with accurate information and timely execution.
• Maintain flexible shift schedules to support round‑the‑clock service desk operations.
• Contribute to service‑quality metrics, process documentation and continuous‑improvement projects.
• Stay updated on ITSM tools, ITIL practices, and emerging technologies relevant to the support stack.

Tech Stack & Tools: ITIL/ITSM platforms (ServiceNow, BMC), Microsoft Office suite, basic SAP modules, Linux command line, SQL/DB monitoring tools, networking fundamentals, remote desktop utilities.

Growth Path: Starting as a Service Desk Engineer, high performers can progress to Senior Engineer, Incident Manager, or shift into specialised roles such as SAP Support Analyst, Cloud Operations Engineer, or IT Service Management Lead. The company encourages certifications (ITIL, Microsoft, SAP) and offers learning allowances to accelerate career growth.

Why Join Protera? The firm offers a work‑from‑home setup, comprehensive medical benefits, shift and on‑call allowances, and a culture that rewards learning through certifications and bounty bonuses. Being part of a Great Place To Work certified organisation means you’ll experience a supportive environment, clear career ladders, and the chance to work on mission‑critical projects for global SAP customers.