IT Helpdesk Engineer_US Shift

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.

Perks and benefits