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Help Desk Technician

1 month ago

Pune, India Clean Harbors Full time

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 450 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.

Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

**Job Title: IT Helpdesk L2**

**Work location**: Pune

**Shift: 5.00 PM - 7 AM(rotational)**
- Ensures Health and Safety is the number one goal by following CH policies and processes
- 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 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
- 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
- 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.
- Ability to work independently with mínimal 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.
- Ability to work under pressure in face paced environment.
- Ability to work in an office environment and sit at a desk for long periods of time.