{"id":549285,"url":"https://alion.io/job/protera-service-desk-engineer","title":"Service Desk Engineer","company":{"id":449993,"name":"Protera","domain":"protera.com","url":"https://alion.io/company/protera-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":91,"open_postings":7,"ghost_share":0,"stale_share":0.571,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-06T05:45:30Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true},{"name":"Linux","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Outlook","optional":true}],"status":"live","first_seen_at":"2026-07-31T00:00:00Z","employer_posted_date":"2026-07-31","last_verified_at":"2026-10-06T20:15:14Z","board_verified":true,"closed_at":null,"days_open":67,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":67},"description":"Position name: Service Desk Engineer\nLocation: Mumbai (Hybrid) / Remote\nShift timing: 24*7\nAbout the company:\nProtera is a Great Place To Work® Certified™ in India.\nProtera Technologies, is a global Total IT Outsourcing Services Provider for SAP-centric organizations. The Company was formed in the mid-90s to provide comprehensive end-to-end IT solutions for customers with SAP in the core of their IT resources. Protera Technologies has capitalized on its unbeatable experiences with SAP to evolve into a pioneer of end-to-end total IT Outsourcing global solutions that covers all IT needs of an organization. Since its founding in 1998, Protera Technologies is committed to enabling constant change while improving quality and reducing total cost of ownership for all IT resources of an SAP centric organization.\nVision:\nProtera envisages to be the premier on-demand operational platform supporting all IT needs for SAP centric organizations.\nMission:\nThe company aims to deliver the best forward-thinking ITO Services Platform empowering organizations to leverage IT to drive business growth and efficiency gains.\nValues:\nImpact: Create intentional and meaningful interactions to improve, innovate and inspire.\nCuriosity: Stay curious about the evolution and journey of each other.\nAuthenticity: High integrity individuals working together for the greater good.\nCelebration: Of our work, our people, our clients, our traditions, and our communities.\nTo know more about us you can visit our website www.protera.com.\nRole overview:\nAs a Service Desk Engineer, you'll be the first line of support in a global, fast-paced IT environment. You'll work with enterprise clients to resolve incidents, escalate technical issues, and support mission-critical systems-ensuring smooth operations around the clock. You'll also contribute to training, service quality, and continuous improvement.\nHere's a glimpse into your day-to-day:\nManage and coordinate incidents, escalating to appropriate L1, L2, or L3 teams as needed.\nDeliver high-quality communication to customers through all support channels.\nPerform advanced reporting and data collection to support issue resolution and analysis.\nMonitor and triage inbound alerts, following documented escalation processes.\nInitiate the Major Incident Management (MIM) process when required.\nAccess customer systems to conduct third-level troubleshooting when necessary.\nMentor and train new team members to support growth within the team.\nRespond to inbound requests with accurate and timely information.\nManage your schedule flexibly to support 24x7 service desk operations.\nRequirements\nWhat You Bring\nWe're all about skills, attitude, and passion. You're a great fit if you have:\nA degree or certification in Computing, Electronics, or a related IT field (or equivalent experience).\nExcellent verbal and written communication skills in English.\nStrong attention to detail and a passion for problem-solving.\nAbility to multitask, prioritize, and work independently in a fast-paced environment.\nEagerness to grow and take initiative in your career.\nBonus Skills That Make You Stand Out\nFamiliarity with Microsoft Office (Excel, PowerPoint, Outlook, Word)\nSAP knowledge or exposure\nBasic understanding of Linux\nInsight into database administration or monitoring\nUnderstanding of ITSM tools and ITIL best practices\nKnowledge in Networking, Systems, Databases, or Application Support\nAdditional languages beyond English (a plus)\nBenefits\nWork from Home set-up\nComprehensive medical benefits\nGratuity, PF, EPS and Bonus, NPS\nShift Allowances\nOn-call Allowance\nHealth and wellness Allowances\nLearning and Development Allowances\nNo question asked certification policy\nCertification Bounty Bonus","description_format":"text","description_chars":3726,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","Enterprise Apps Implementation Partners","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-09-18T14:27:28Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.279,"p_room":0.28,"age_days":67,"expected_fill_days":18,"reasons":["conf:1","velocity","win:tail","crowd:"],"computed_at":"2026-10-06T05:45:30Z"},"pay":null,"html_url":"https://alion.io/job/protera-service-desk-engineer","json_url":"https://alion.io/job/protera-service-desk-engineer.json","meta":{"generated_at":"2026-10-06T21:40:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1349,"day_limit":5000,"remaining_today":3651,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":449993},"rest":"https://alion.io/mcp/rest/get_company?id=449993"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprotera-service-desk-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprotera-service-desk-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprotera-service-desk-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/protera-service-desk-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprotera-service-desk-engineer"}]}