Service Desk Engineer
Protera
Mumbai Metropolitan Region4h agovia LinkedIn
Role Overview
As a Service Desk Engineer, you will be the first line of support in a global, fast-paced IT environment. You will work with enterprise clients to resolve incidents, escalate technical issues, and support mission-critical systems, ensuring smooth operations around the clock. You will also contribute to training, service quality, and continuous improvement.
Key Responsibilities
- 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 & Tech Stack
- 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.
Bonus Skills
- 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.