Technical Helpdesk Support Engineer

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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 [email protected] or (888) 824 – 8111.