IT Technical Support Engineer

Req number:

Employment type:

Worksite flexibility:

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

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 - 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 environment
• 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] (888) 824 - 8111.