About 

Protera Technologies (www.protera.com) is an SAP Certified, Global Total IT Outsourcing Provider for SAP-centric organizations founded in the mid-1990s. We have been the SAP on cloud pioneer ever since running the world's first SAP production instance on public cloud.  Today, we run thousands of instances of SAP+ and related IT applications on Microsoft Azure and Amazon Web Services (AWS). Protera designs and deploys scalable architectures built using world-class infrastructure. 

Headquartered in Chicago, IL and with offices in Athens, Greece and Mumbai, India, Protera delivers highest quality and most cost-effective on cloud, demand hosting, applications management, and professional services solutions. Our services focus on total customer satisfaction with dedicated points of contact and experts that know our customers environments in depth.

Duties 

• Effectively manage the full lifecycle of incidents and service requests received from internal and external customers based on Classification & Prioritization through our ticketing system
• Coordinate incident investigation and analysis: escalate to appropriate L1, L2 & L3 support teams in order to diagnose an incident and restore it
• Coordinate incident closure: verify successful resolution of an incident with internal stakeholders and with Customer and report on it
• Adhere to all policies and procedures of the Service Desk which operates 24/7 (shift work)
• Reporting and presentation tasks on a weekly/monthly basis

Skills and qualifications 

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
• Strong organizational skills and ability to respond to users’ requests within deadlines
• Problem solving, troubleshooting and record keeping skills
• Customer-centric
• Working a shift schedule
• Willing to commit and grow
• Fulfilled military service (if relevant)
• Team player

Nice to Have

• Experience as Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role is desirable
• Microsoft Office knowledge (Word, PowerPoint, Excel, and Outlook)
• Good Analytical skills
• SAP familiarity desirable 
• Linux knowledge
• DB administration/understanding
• Good understanding of ITSM tools and ITIL best practices
• Good understanding in areas such as Networking or System Administration, Databases or Application Support desirable
• Additional foreign languages (Spanish, French, German) will be considered a plus

We offer 

• Competitive wages and stability
• Private health insurance
• Growth opportunity and quick advancement based on performance
• Employee appreciation programs
• International and multicultural environment
• Welcoming and friendly work environment within young team
• Offices next to metro station
• Continuous training and opportunity for career development using cutting edge Cloud Technology & Certifications

IMPORTANT NOTES: 

You are kindly requested to submit your CV in English only