Technical Helpdesk Support Engineer

Cai Info India; Bengaluru; On-site; INR 420,000 - 620,000; Full time

Job summary

Cai Info India invites applications for a Technical Helpdesk Support Engineer to ensure a seamless workplace technology experience for business users. This Full-time, onsite role is based in Gurugram, with responsibilities spanning desktop, laptop, and mobile device support, incident management, and knowledge-base creation.

The ideal candidate will have 3+ years in IT Helpdesk/EUC, strong troubleshooting skills, and hands-on experience with Windows, macOS, M365, AD, and ITSM platforms.

Qualifications

• Required: Bachelor's degree in computer science, IT, electronics, or related field.
• 3+ years in IT Helpdesk, Technical Support, Desktop Support, or EUC.
• Strong troubleshooting across desktop, laptop, and workplace tech.
• Hands-on experience with Windows and MacOS.
• Experience with Microsoft technologies: Windows 10/11, M365, Outlook, Teams, Active Directory.
• Knowledge of IT assets: computers, mobile devices (iOS), peripherals, endpoint tech.
• Experience using ITSM/helpdesk tools like ServiceNow or Remedy.
• Familiarity with remote support tools and VDI/VDM environments.
• Strong analytical, problem-solving, and customer-service skills.
• Excellent verbal and written communication; able to manage multiple priorities.

Responsibilities

• Provide technical support for diagnosing and troubleshooting desktop, laptop, mobile devices, applications, and network issues.
• Configure and support user accounts, devices, and workplace technology services.
• Track and manage incidents and service requests to resolution within SLAs.
• Maintain accurate incident records, troubleshooting steps, resolutions, and customer interactions.
• Escalate unresolved issues to appropriate internal teams when needed.
• Use knowledge bases and resources to identify effective technical solutions.
• Prioritize and manage multiple tickets while maintaining service quality.
• Follow up with end users to ensure complete resolution and satisfaction.
• Create and maintain technical documentation and knowledge articles.
• Analyze recurring issues for process improvements and proactive support.
• Provide onsite support for audio-visual tech during meetings and events.
• Support desktops, VDI/VDM, collaboration platforms, and workplace services.
• Assist users with hardware, software, connectivity, and access issues across functions.
• Collaborate with tech and business teams to deliver reliable support.

Skills

Troubleshooting

Windows OS

MacOS

Microsoft 365

Active Directory

ITSM tools

Remote support

Communication

Stakeholder management

Multitasking

Education

Bachelor's degree in computer science / IT / Electronics

Tools

ServiceNow

Remedy

Job description

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

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.

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 inquiries to [e-mail] or (888) 824 – 8111.