IT Helpdesk Engineer_US Shift

Clean Harbors; Pune District; On-site; INR 450,000 - 650,000; Full time

Job summary

Clean Harbors is seeking an IT Helpdesk professional to provide end-user tech support for employees based in the US and Canada. The role covers installation, configuration, and maintenance of laptops, desktops, software, and hardware, with emphasis on VPN, O365, and remote troubleshooting.

Experience with Active Directory, ServiceNow, and incident management is preferred. The candidate should be able to work independently and in a team, coordinating with global groups as needed.

Qualifications

• Experience supporting users in an Enterprise IT environment.
• Strong Windows OS, O365, and VPN connectivity troubleshooting.
• Experience in incident management and ticketing tools.

Responsibilities

• Provide technical IT support to employees in US/Canada related to IT.
• Install, configure, and maintain laptops/desktops, software, and hardware.
• Troubleshoot hardware, software, and applications; assist with VPN issues.
• Authenticate users, unlock/reset accounts and passwords.
• Handle O365 issues including Outlook and Teams.
• Create and close ServiceNow tickets with resolution; meet SLA.

Skills

Windows 10

O365 admin

Remote support

Active Directory

Incident management

ServiceNow

Remote administration tools

Problem solving

Communication skills

Tools

ServiceNow

Job description

Role & responsibilities

• Attend users call to provide technical support to all employees based out IN US and Canada related to IT
• Help users in installation, configuration and maintenance of laptop/desktop, software, and hardware.
• Provide daily support to users having issues with computer hardware, software, and applications
• Provide support related to network and VPN connectivity
• Authenticate users and help them to unlock and rest their account and password
• Support users related to O365 issues like Outlook, Teams
• Configure new printer and support users to fix the issue
• Configure Apple devices and help users to configure applications on phone
• Create ServiceNow tickets for calls received and close it with resolution
• Update and close open tickets as per defined SLA
• Performs other duties and tasks as assigned from time to time by management and will be required by the needs of the Clean Harbors business

Preferred candidate profile

• Hands on working with Enterprise setup and global team, Datacenter/NOC experience a plus.
• Windows 10 Installation and troubleshooting experience O365 administration and troubleshooting experience
• Proficiency in windows and system patch/update
• Experience supporting users remotely using remote admin tools
• Experience working with incident management ticketing tools
• Good working knowledge on active directory for user and access management
• Should have experience handling escalation from L1 team and team management
• Certifications with Microsoft, Cisco and other relevant authorities in Enterprise IT eco-system are a plus
• Excellent communication skills (Speak/Read/Write)
• Strong troubleshooting/problem solving/Analytical skills.
• Ability to work in present solutions based on technical knowledge and past experiences.
• Ability to work independently with minimal supervision; self-motivated
• Ability to work in a group including peers, senior/junior staff and external vendors when needed, lead projects and achieve target dates.