IT Helpdesk Engineer(US Support)

Job Title: IT Helpdesk Engineer

Work location: Pune - Baner (Work From Office)

Experience: 5+ Years

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

Role & responsibilities

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 issue 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 application 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

• Bachelors 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.
• Ability to work independently with minimal supervision; self-motivated