Helpdesk Lead

Senior Engineer – IT Helpdesk

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, who today remains the company’s
Chairman and CEO.
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.

Job Title: Senior IT Helpdesk Engineer
Work location: Pune
Experience: 5+ Years
Shift: 24/7 Shift Rational (5PM-7AM)

• 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

• 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 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.
• 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.

Experience Level

Senior Level