Protera is seeking a Service Desk Agent to be the first point of contact for inbound IT-related requests. In this role, you’ll provide high-quality support across phone, email, and chat, helping ensure smooth IT operations, incident management, and excellent communication for enterprise clients.
About Protera
Since 1998, Protera Technologies has been pioneering SAP cloud transformations, bringing enterprise applications to Microsoft Azure and AWS. With offices in Chicago (HQ), Athens, and Mumbai, our global team partners with SAP-centric organizations to make IT smoother, faster, and more secure. At Protera, we combine technical excellence with a people-first culture: curiosity, authenticity, and collaboration define how we work and grow together.
Schedule
- Full-time, remote (U.S. only)
- Must be flexible for 24×7 Service Desk coverage as part of a rotating schedule
What You’ll Do
- Act as the first line of support for inbound IT requests via multiple channels (phone, email, chat)
- Coordinate incident investigation, escalation, and closure with L1–L3 teams
- Provide accurate information and clear communication to customers and stakeholders
- Perform data gathering, reporting, and documentation tasks
- Monitor inbound alerts and escalate issues when needed
- Manage personal schedule to ensure adequate service coverage
What You Need
- University degree or technical/vocational certification in Computing, Electronics, or related IT field
- Excellent written and verbal English communication skills
- Strong attention to detail, multitasking, and prioritization abilities
- Basic troubleshooting and problem-solving skills
- Ability to work independently with minimal supervision
- Drive to grow and develop within the IT field
Bonus Skills
- Proficiency with Microsoft Office Suite
- Familiarity with SAP, Linux, or database administration
- Understanding of ITSM tools and ITIL best practices
- Knowledge in Networking, System Administration, or Application Support
- Fluency in additional languages
Benefits
- Flexible remote/hybrid work setup
- Career growth with mentorship, certifications, and training
- Opportunity to work with global enterprise clients
- People-first culture with a collaborative, inclusive team
Join a team where tech meets authenticity, and every day brings opportunities to learn, contribute, and grow.
Start your journey with Protera today.
Happy Hunting,
~Two Chicks…