Senior Engineer - IT Helpdesk

Clean Harbors; Hyderabad; On-site; INR 550,000 - 850,000; Full time

Job summary

Clean Harbors is seeking a Senior IT Helpdesk Engineer to join our team in Hyderabad. The role requires 5+ years of experience in a 24/7 helpdesk environment, handling IT support for US/Canada-based users, including hardware, software, network, and O365 issues.

You will manage ServiceNow tickets, assist with authentication, VPN, printer setup, and device configuration, while maintaining high SLA adherence and strong communication with global teams.

Qualifications

• Bachelor's degree in computer science or a related field.
• 5+ years of Helpdesk support experience in a 24/7 environment.
• Experience with enterprise setups and global teams is a plus.
• Windows 10 installation and troubleshooting experience.
• O365 administration and troubleshooting experience.
• Strong communication and escalation management skills.

Responsibilities

• Attend users' calls to provide technical support to employees in US/Canada.
• Assist with installation, configuration, and maintenance of laptops/desktops, software, and hardware.
• Provide daily support for hardware, software, and applications issues.
• Support network connectivity and VPN access.
• Authenticate users and assist with account unlocks and password resets.
• Provide O365 (Outlook/Teams) related support.
• Configure printers and Apple devices for user applications.
• Create and manage ServiceNow tickets; ensure SLA adherence.
• Maintain and close tickets as per defined SLA.
• Perform other duties as assigned by management.

Skills

Communication skills

Troubleshooting

Problem solving

Analytical skills

Remote support

Team coordination

Education

Bachelor's degree in computer science or related field

Tools

ServiceNow

Active Directory

Windows 10

O365

Job description

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $6.5 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim.

Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. Clean Harbors employs a dedicated workforce of 25,000 employees and has over 750 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.

Job Title: Senior IT Helpdesk Engineer

Work location: Hyderabad

Experience: 5+ Years Shift: 24/7 Shift Rational (5PM-7AM)

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

Qualifications

• Bachelor’s degree in computer science or related job experience
• 5+ years related Helpdesk support experience as L1 support in 24/7 model
• 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.