Protera

Service Desk Engineer

Protera

full-time

Posted on:

Location Type: Hybrid

Location: Mumbai • India

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Tech Stack

ITSMLinux

About the role

  • 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

  • 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.
  • 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
  • Shift Allowances
  • Health and wellness Allowances
  • Learning and Development Allowances
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
LinuxSAPdatabase administrationnetworkingsystems supportapplication supportITSM toolsITILreportingdata collection
Soft Skills
communicationattention to detailproblem-solvingmultitaskingprioritizationindependenceinitiativementoringtrainingflexibility
Certifications
degree in Computingdegree in ElectronicsIT certification