[Hiring] Service Desk Analyst @Protera

Role Description

Protera Technologies is seeking a dedicated Service Desk Analyst to join our dynamic team. As part of our 24 x 7 x 365 service center operation, you will play a crucial role in ensuring smooth and effective communication between internal teams and external customers.

• Manage the full lifecycle of incidents and service requests received from customers.
• Coordinate incident investigation and resolution by communicating with the appropriate L1, L2, and L3 support teams.
• Follow all Service Desk policies and procedures while working in a shift-based environment.

Qualifications

• Excellent verbal and written communication skills in English.
• Strong attention to detail.
• Ability to multitask, prioritize and work independently.
• Effective problem-solving and troubleshooting capabilities.
• Willingness to work a shift schedule.
• Desire to grow and commit to the role.
• Ability to lift up to 40 pounds.
• Knowledge of end device troubleshooting (laptops, printers, etc.).
• Technical skills with server equipment installation (rack/unrack and cable).
• Participation in backup operations and asset management lifecycle.
• Ability to pass a background check.

Requirements

• Familiarity with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).
• Analytical skills.
• Basic knowledge of Linux.
• Understanding of database administration.
• Keen understanding of ITSM tools and ITIL best practices.
• Experience in Networking, System Administration, Databases, or Application Support.
• Foreign language skills (Spanish, French, German) are advantageous.

Benefits

• Competitive salary package
• Comprehensive health and dental insurance
• Professional development opportunities
• Collaborative and supportive work environment
• Unlimited PTO