How to apply for Service Desk Engineer (2nd Shift - Bilingual Spanish/English Required)

About Protera

Protera is an SAP Certified Global Total IT Outsourcing Provider founded in the mid-1990s. The company pioneered SAP cloud operations and runs thousands of instances on Microsoft Azure and AWS, with headquarters in Chicago and offices in Athens, Greece, and Mumbai, India.

About the role

As a Service Desk Engineer on the second shift, you will manage the full lifecycle of incidents and service requests from customers. You will serve as the primary communication point between customers and technical teams, coordinating resolution across L1, L2, and L3 support in a 24x7x365 service center. This role is critical for ensuring smooth communication and timely resolution for SAP-centric organizations.

A typical day

You will start your shift by reviewing open incidents and service requests, then communicate with customers and technical teams to drive resolution. Throughout the day, you will document interactions, coordinate across support tiers, and ensure all policies are followed. Some days may include weekend coverage, with a designated weekday off.

Who Protera is looking for

• Fluent in both Spanish and English with strong verbal and written communication skills in both languages.
• Experienced in incident and service request management, preferably in a service desk or IT support environment.
• Comfortable working second shift hours (12:00 PM – 8:00 PM or 1:00 PM – 9:00 PM EST, Monday through Friday) and rotational weekend coverage.
• Able to coordinate across multiple support tiers (L1, L2, L3) and follow structured policies and procedures.

Tips for this application

• Highlight your bilingual Spanish/English proficiency prominently in your resume and application, as it is a required qualification.
• Confirm your availability for the second shift schedule and rotational weekend coverage in your application or cover letter.
• Research Protera's SAP-centric IT outsourcing services and mention any relevant experience with SAP or cloud platforms like Azure and AWS.
• Emphasize your experience with incident lifecycle management and service request handling in a 24x7 environment.
• If you have worked in a shift-based or rotational schedule before, describe how you managed that successfully.

What to cover in your cover letter

['Your bilingual Spanish/English communication skills and how you have used them in a professional setting.', 'Your ability to manage incidents and service requests from start to finish, including coordination with technical teams.', 'Your willingness and ability to work the second shift and rotational weekends as required.', "Any experience with SAP or cloud operations that aligns with Protera's specialization."]

Research before applying

• Learn about Protera's history as a pioneer in SAP cloud operations and their use of Microsoft Azure and AWS.
• Understand what a 24x7x365 service center operation entails and how second shift and rotational weekends work.
• Research common SAP incidents and service requests to familiarize yourself with the technical context.
• Look into Protera's global offices and how they support customers across different time zones.

Likely interview topics

Based on the job description, expect questions about:

• Describe a time you handled a difficult incident and how you coordinated resolution across teams.
• How do you prioritize multiple service requests when working in a shift-based environment?
• Give an example of how you have used your Spanish and English skills to communicate technical information to customers.
• What is your understanding of Protera's role as an SAP Certified Global Total IT Outsourcing Provider?
• How would you handle a situation where a customer is frustrated and you need to escalate while maintaining good communication?

Common mistakes to avoid

• Applying without confirming you can work the second shift and rotational weekends.
• Understating your bilingual skills or failing to provide examples of using both languages professionally.
• Ignoring the SAP and cloud focus of the company and not relating your experience to their services.