Technical Support Engineer

Cai Info India; Gurugram District; On-site; INR 500,000 - 750,000; Full time

Job summary

Cai Info India is seeking a technically skilled Helpdesk Support Engineer to join their Technology Support team. You will provide high-quality support across desktops, virtual desktops, mobile devices, business applications, and conferencing tools, ensuring a reliable workplace experience for employees.

This role requires 3+ years in IT helpdesk or desktop support, strong troubleshooting across hardware, software and networks, and hands-on Windows and macOS support, including VDI environments.

Qualifications

• Minimum 3+ years of experience in IT Helpdesk, Desktop Support, or Technical Support roles.
• Strong troubleshooting skills across hardware, software, and networking environments.
• Hands-on experience supporting Windows and macOS operating systems.
• Familiarity with Virtual Desktop Infrastructure (VDI) environments.

Responsibilities

• Provide first and second-level technical support for hardware, software, and network-related issues.
• Log, track, and resolve tickets within SLA timelines.
• Troubleshoot Windows and macOS, mobile devices, and AV systems.
• Escalate complex issues to appropriate teams and document resolutions.
• Create knowledge articles and contribute to process improvements.

Skills

Helpdesk experience

Troubleshooting

Windows

macOS

Networking basics

Ticketing systems

VDI

Tools

VDI

Job description

We are looking for a customer-focused Technical Helpdesk Support Engineer to join our Technology Support team. In this role, you will be responsible for providing high-quality technical support across desktop systems, virtual desktops, mobile devices, business applications, voice services, and video conferencing technologies. You will work closely with various business units to ensure a seamless and reliable workplace technology experience for employees.

Key Responsibilities

• Provide first and second-level technical support for hardware, software, and network-related issues.
• Diagnose and troubleshoot technical problems, including:
• User account setup and access issues
• Laptop and desktop configuration
• Mobile device (iOS) support
• Network connectivity issues
• Manage incidents and service requests through the ticketing system within agreed SLA timelines.
• Accurately log, track, and update all support tickets and resolutions.
• Escalate unresolved or complex issues to the appropriate support teams.
• Utilize internal knowledge bases and external resources to identify and implement effective solutions
• Prioritize and manage multiple support requests simultaneously.
• Follow up with end users to ensure issues are fully resolved and systems are functioning properly.
• Create and maintain technical documentation, knowledge articles, and user guides.
• Analyze recurring issues and recommend process and technology improvements.
• Provide onsite support for AV systems, video conferencing facilities, meetings, town halls, and corporate events.

Required Skills & Experience

• Minimum 3+ years of experience in IT Helpdesk, Desktop Support, or Technical Support roles.
• Strong troubleshooting skills across hardware, software, and networking environments.
• Hands-on experience supporting Windows and macOS operating systems.
• Familiarity with Virtual Desktop Infrastructure (VDI) environments.