Service Desk Agent

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