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 setting 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.

📌 Technical Helpdesk Support Engineer (Gurugram)
🏢 CAI
📍 Gurugram