About this role

Technical Helpdesk Support Engineer

Req number:
R8606

Employment type:
Full time

Worksite flexibility:
Onsite
##

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary
We are looking for a motivated Technical Helpdesk Support Engineer ready to take us to the next level! If you have strong experience in desktop support, endpoint troubleshooting, Microsoft technologies, mobile device support, and customer-focused IT service delivery, and are looking for your next career move, apply now.

Job Description

We are looking for a Technical Helpdesk Support Engineer to provide technical assistance and ensure a seamless workplace technology experience for business users. This position will be Full-time, Onsite - Gurugram.

What You'll Do

- Provide technical support for diagnosing and troubleshooting desktop, laptop, mobile device, application, and network-related issues
- Configure and support user accounts, laptops, desktops, mobile phones, and workplace technology services
- Track and manage incidents and service requests through to resolution within agreed service levels
- Maintain accurate records of incidents, troubleshooting activities, resolutions, and customer interactions
- Escalate unresolved issues to appropriate internal support teams when required
- Utilize internal knowledge bases and external resources to identify and implement effective technical solutions
- Prioritize and manage multiple support tickets simultaneously while maintaining service quality
- Follow up with end users to ensure complete issue resolution and customer satisfaction
- Create and maintain technical documentation, support guides, knowledge articles, and operational procedures
- Analyze recurring issues and identify opportunities for process improvements and proactive support
- Provide onsite support for audio-visual technologies during meetings, events, town halls, and executive presentations
- Support desktop environments, virtual desktop infrastructure (VDI/VDM), collaboration platforms, and workplace technology services
- Assist users with hardware, software, connectivity, and access-related issues across multiple business functions
- Work collaboratively with various technology and business teams to deliver a reliable and consistent support experience

What You'll Need

Required:

- Bachelor's degree in computer science, Information Technology, Electronics, or a related field
- Minimum 3 years of experience in IT Helpdesk, Technical Support, Desktop Support, or End User Computing (EUC)
- Strong troubleshooting skills across desktop, laptop, and workplace technologies
- Hands-on experience supporting Windows operating systems and MacOS environments
- Experience supporting Microsoft technologies including Windows 10/11, Microsoft 365, Outlook, Teams, and Active Directory
- Knowledge of computer systems, mobile devices (iOS), peripherals, and endpoint technologies
- Experience using IT Service Management (ITSM) and helpdesk tools such as ServiceNow, Remedy, or similar platforms
- Familiarity with remote support tools and virtual desktop environments
- Strong analytical, problem-solving, and customer service skills
- Excellent verbal and written communication skills
- Ability to manage multiple priorities in a fast-paced support environment
- Strong stakeholder management and user engagement skills

Preferred:

- Experience supporting Virtual Desktop Infrastructure (VDI/VDM) environments
- Microsoft certifications such as Modern Desktop Administrator Associate, Microsoft 365 Fundamentals, or equivalent certifications
- Apple/MacOS certifications or related technical certifications
- Experience supporting enterprise collaboration and conferencing solutions
- Knowledge of ITIL processes and service management best practices
- Be part of a team that values diversity, inclusion, and collaboration
- Work in a modern and employee-focused environment with a strong commitment to workplace experience
- Access ongoing learning and professional development opportunities

Physical Demands

- Ability to safely and successfully perform the essential job functions
- Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
- Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.