Protera Technologies is seeking a dedicated Service Desk Engineer (2nd Shift) to join our dynamic team. This role is part of our 24x7x365 service center operation and is critical to ensuring smooth, effective communication between internal teams and external customers.This position supports our second shift operations (12:00 PM – 8:00 PM or 1:00 PM – 9:00 PM EST, Monday through Friday) and includes rotational weekend coverage. When scheduled to work a weekend shift, you will receive a designated weekday off.We are specifically seeking candidates who are fluent in both Spanish and English, with strong verbal and written communication skills in both languages.Founded in the mid-1990s, Protera is an SAP Certified Global Total IT Outsourcing Provider specializing in SAP-centric organizations. We pioneered SAP cloud operations and run thousands of instances on Microsoft Azure and AWS. Our Chicago headquarters is complemented by offices in Athens, Greece, and Mumbai, India—enabling us to deliver high-quality, cost-effective solutions globally.Key Responsibilities:Manage the full lifecycle of incidents and service requests received from customersServe as a primary communication point between customers and technical teamsCoordinate incident investigation and resolution across L1, L2, and L3 support teamsFollow all Service Desk policies and procedures in a structured, shift-based environmentDocument all interactions, resolutions, and updates accurately in ITSM toolsSchedule Requirements:2nd Shift: 12:00 PM – 8:00 PM or 1:00 PM – 9:00 PM ESTWorkweek: Monday–FridayWeekend Rotation: Required based on team scheduleCompensation for Weekend Work: Scheduled weekday off when weekend shifts are assignedRequirementsMust Have:Fluency in Spanish and English (verbal and written)Excellent communication and customer service skillsStrong attention to detailAbility to multitask, prioritize, and work independentlyEffective problem-solving and troubleshooting abilitiesWillingness to work a fixed shift with rotational weekend coverageStrong desire to learn, grow, and commit to the roleAbility to lift up to 40 poundsKnowledge of end-user device troubleshooting (laptops, printers, etc.)Basic technical skills with server hardware (rack/unrack, cabling)Experience supporting backup operations and asset lifecycle managementAbility to pass a background checkNice to Have:Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)Analytical thinking skillsBasic knowledge of LinuxUnderstanding of database administration conceptsExposure to ITSM tools and ITIL best practicesExperience in Networking, Systems Administration, Databases, or Application SupportBenefitsCompetitive salary packageComprehensive health and dental insuranceProfessional development opportunitiesCollaborative and supportive work environmentUnlimited PTO
