IT Technical Support Engineer **Req number:** R8606 **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 IT Technical 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 an **IT Technical Support Engineer** to provide technical assistance and ensure a seamless workplace technology experience for business users. This position will be **Full-time, Onsite in Gurugram.** **What You'll Do** + Provide technical support to employees by diagnosing and troubleshooting desktop, laptop, mobile device, application, network, and workplace technology issues + Directly support end users with day-to-day IT requirements, ensuring a high level of customer satisfaction + Configure, deploy, and support laptops, desktops, mobile devices, user accounts, and workplace technology services + Perform laptop/desktop setup, configuration, imaging, software installation, and troubleshooting + Manage IT assets throughout their lifecycle, including allocation, tracking, movement, inventory management, and device returns + Coordinate new employee onboarding activities, including account creation, device provisioning, software setup, and access management + Support employee offboarding processes, including account deactivation and collection of IT assets + Install, configure, and maintain hardware, software, operating systems, and peripherals + Track, prioritize,



and manage incidents and service requests through resolution within agreed service levels + Maintain accurate records of incidents, troubleshooting activities, resolutions, asset inventories, and user interactions + Escalate unresolved technical issues to appropriate support teams when required + Utilize knowledge bases, technical documentation, and external resources to identify and implement effective solutions + Support Windows and MacOS environments, Microsoft 365 applications, collaboration tools, and endpoint devices + Assist users with hardware, software, connectivity, access, and collaboration-related issues across multiple business functions + Provide remote and onsite support for workplace technologies, meeting rooms, audio-visual equipment, conferences, town halls, and executive presentations + Coordinate with external vendors for hardware, software, warranty, and IT-related support requirements + Create and maintain technical documentation, operational procedures, support guides, and knowledge articles + Analyze recurring issues and recommend process improvements to enhance IT service delivery + Support virtual desktop environments (VDI/VDM), remote support tools, and enterprise collaboration platforms + Collaborate with internal technology, operations, and business teams to deliver a reliable and seamless IT support experience **What You'll Need** Required: + Bachelor's degree in Computer Science, Information Technology, Electronics, or a related field + Minimum 4+ years of experience in IT Support, Desktop Support, Helpdesk Support, Service Desk, or End User Computing (EUC) + Strong troubleshooting skills across desktops, laptops, mobile devices, and workplace technologies + Hands-on experience supporting Windows 10/11 and MacOS environments + Experience with Microsoft 365, Outlook, Teams, Active Directory, and user account administration + Knowledge of desktop hardware, peripherals, mobile devices (iOS/Android),



and endpoint technologies + Experience with IT Service Management (ITSM) tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms + Experience with device provisioning, software installation, and IT asset management + Familiarity with remote support tools and virtual desktop environments + Strong understanding of hardware, software, and network troubleshooting + Experience managing IT inventories, asset tracking, and lifecycle management + Strong analytical, problem-solving, and customer service skills + Excellent verbal and written communication skills + Ability to manage multiple priorities in a fast-paced IT support setting + Strong stakeholder management and end-user engagement skills + Experience coordinating with vendors and third-party service providers Preferred: + Experience supporting Virtual Desktop Infrastructure (VDI/VDM) environments + Knowledge of Microsoft Intune, SCCM, or endpoint management solutions + Microsoft certifications such as Microsoft 365 Fundamentals, Modern Desktop Administrator Associate, or equivalent + Apple/MacOS certifications or related technical certifications + Experience supporting enterprise collaboration, conferencing, and audio-visual technologies + Knowledge of ITIL processes and IT Service Management best practices + Experience in large enterprise or corporate IT environments. + Commitment to providing exceptional end-user support and workplace technology experiences + Willingness to learn new technologies and participate in continuous professional development **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.

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