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

Protera protera.com Open · verified Oct 24, 2026

Remote United States Full-time Mid-level IT Support & Helpdesk

At a glance

Mid-level IT Support & Helpdesk role at Protera. Remote, United States · full-time · no salary stated · we estimate $71,694–$112,619 across the United States.

Estimated pay

Protera has not published a salary for this role. The figure below is our estimate, not theirs.

$71,694 – $112,619

What the middle half of mid-level IT support & helpdesk roles in the United States paid, among postings that did state a salary.

Worked out from 924 postings that stated pay, median $90,000. Last updated Oct 24, 2026.

RoleIT Support & Helpdesk

SeniorityMid-level

LocationUnited States

WorkplaceRemote

EmploymentFull-time

PostedSep 21, 2026 · 4w ago

Role brief

remoteroles summary, based on the employer's posting.

What you'll do

Handle customer incidents and service requests from intake through resolution, keeping each case moving
Connect customers with technical teams and coordinate investigations across L1, L2 and L3 support
Record customer conversations, fixes and status changes accurately in ITSM tools
Follow service desk procedures while working a structured, shift-based schedule

What you bring

Fluent spoken and written Spanish and English, with strong customer communication skills
You can troubleshoot end-user devices and perform basic server hardware tasks such as cabling
You have supported backup operations and asset lifecycle management
You can pass a background check and lift up to forty pounds

Who this fits

This role suits a hands-on support professional who can juggle priorities, troubleshoot issues and work independently. The fixed weekday shift is either noon to eight or one to nine Eastern, with rotating weekend coverage; a scheduled weekend shift earns a weekday off.

From the employer

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
Compensation for Weekend Work: Scheduled weekday off when weekend shifts are assigned

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

Benefits