Service Desk Engineer
HybridMumbai, Maharashtra, India
Job Summary
Manage and coordinate incidents, escalating to appropriate L1, L2, or L3 teams as needed. Deliver high-quality communication to customers through all support channels and respond to inbound requests with accurate, timely information. Perform advanced reporting, monitor and triage inbound alerts, and initiate the Major Incident Management process when required. Access customer systems for third-level troubleshooting and mentor new team members. Coordinate schedule flexibly to support 24x7 service desk operations. This role supports Protera Technologies, a global IT outsourcing provider for SAP-centric organizations, focusing on continuous improvement and service quality.
Required Qualifications
- 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
Desired Qualifications
- 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)
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