Technical Helpdesk Support Engineer

Technical Helpdesk Support Engineer

Req number:

R8132

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 application.accommodations@cai.io or (888) 824 – 8111.