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

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.