Technical Helpdesk Support Engineer
Req number:
R8132
Employment type:
Full time
Worksite flexibility:
Onsite
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.
