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Protera
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Service Desk Agent

Service Desk Agent

Protera

0 years

0 Lacs

mumbai metropolitan region

Posted:1 day ago| Platform:

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Skills Required

service sap azure aws security drive schedule communication analysis support certification troubleshooting word powerpoint excel linux itil networking certifications connect diversity eps learning development

Work Mode

Remote

Job Type

Full Time

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.

Work Schedule: 24x7 (Rotational Shift)

Location: Mumbai (Hybrid)

What You'll Do

Duties

Effectively manage the full lifecycle of incidents and service requests received from internal and external customers
Answer inbound customer service calls and emails. Maintain high quality of communication with customers in all channels
Coordinate incident investigation, analysis and closure by escalating to appropriate L1, L2 & L3 support teams
Adhere to all policies and procedures of the Service Desk which operates 24/7 (shift work)

Requirements

Must Have

University Degree or Technical/Vocational Certification in Computing, Electronics, or related IT field
Good communication skills verbal & written in English. To be able to communicate with IT teams and departments, end users and internal customers
Possess keen attention to detail
Ability to multitask, prioritize and work independently
Problem solving and troubleshooting skills
Working a shift schedule
Willing to commit and grow

Nice to Have

Microsoft Office knowledge (Word, PowerPoint, Excel, and Outlook)
Analytical skills
SAP familiarity desirable
Linux basic knowledge
DB administration/understanding
Understanding of ITSM tools and ITIL best practices
Understanding in areas such as Networking or System Administration, Databases or Application Support desirable
Additional foreign languages will be considered a plus

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

Ready to Make the Move?

We'd love to meet you.Click "Apply Now" and tell us why you're the one.Not sure yet? Check us out at www.protera.com or connect with our team on LinkedIn.Protera is proud to be an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.

Benefits

Work from Home set up
Comprehensive medical benefits
Gratuity, PF, EPS and Bonus
Shift Allowances
Health and wellness Allowances
Learning and Development Allowances

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