Service Desk Engineer (2nd Shift - Bilingual Spanish/English Required)

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 customers
• Serve as a primary communication point between customers and technical teams
• Coordinate incident investigation and resolution across L1, L2, and L3 support teams
• Follow all Service Desk policies and procedures in a structured, shift-based environment
• Document all interactions, resolutions, and updates accurately in ITSM tools
• Schedule Requirements: 2nd Shift: 12:00 PM – 8:00 PM or 1:00 PM – 9:00 PM EST
• Workweek: Monday–Friday
• Weekend Rotation: Required based on team schedule

Requirements

• Must Have: Fluency in Spanish and English (verbal and written)
• Excellent communication and customer service skills
• Strong attention to detail
• Ability to multitask, prioritize, and work independently
• Effective problem-solving and troubleshooting abilities
• Willingness to work a fixed shift with rotational weekend coverage
• Strong desire to learn, grow, and commit to the role
• Ability to lift up to 40 pounds
• Knowledge of end-user device troubleshooting (laptops, printers, etc.)
• Basic technical skills with server hardware (rack/unrack, cabling)
• Experience supporting backup operations and asset lifecycle management
• Ability to pass a background check
• Nice to Have: Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Analytical thinking skills
• Basic knowledge of Linux
• Understanding of database administration concepts
• Exposure to ITSM tools and ITIL best practices
• Experience in Networking, Systems Administration, Databases, or Application Support