Service Desk Specialist

At arrivia, we are expanding our Mumbai-based Information Systems team. We are searching for a proactive, technical anchor to join us as a Service Desk Specialist in our Mumbai office.

This role is designed for a skilled professional with 1 to 3 years of experience who is ready to step up, take ownership of a global environment, and drive technical excellence. You will own the technical depth behind endpoint management, cloud identity, and system automation during our critical overnight operations.

• →Administer Microsoft Intune: Manage configuration profiles, compliance policies, and application deployments (including Win32 packaging). Support our growing dual-OS fleet of Windows and macOS systems.
• →Manage Cloud Identity and Access: Handle intermediate-to-advanced tasks in Entra ID (Azure AD), such as dynamic groups, Conditional Access policies, Privileged Identity Management (PIM), and LAPS.
• →Automate and Script: Use PowerShell to automate user management, device provisioning, and platform integrations.
• →Vulnerability and Patch Management: Remediate security vulnerabilities within our strict SLA timelines and execute emergency software patches.
• →Handle Complex Escalations: Take the lead on advanced technical tickets escalated from Tier 1, and collaborate directly with US and European infrastructure teams during critical incident responses.

• →The Perfect Sweet Spot of Experience: 1 to 3 years of hands-on experience in desktop support, IT systems, or enterprise infrastructure environments. We are looking for an active "doer" who loves hands-on troubleshooting and wants to grow.
• →Technical Depth: Verifiable, hands-on administrative experience with Active Directory (OUs and GPOs), Microsoft 365, and Microsoft Intune.
• →Scripting and Security Basics: Basic familiarity with writing PowerShell scripts and an understanding of security concepts like zero-trust and privilege management.
• →Elite Communication: Mature written and verbal English skills, with a "white-glove" service approach when supporting global employees and executive leaders.

At arrivia, we expect our Service Desk Specialists to leverage modern AI tools to scale their productivity and automate manual workloads:

• GitHub Copilot and AI Scripting: Use AI assistance (such as Copilot or Claude) to write, debug, and optimize PowerShell scripts and Microsoft Graph API integrations.
• Microsoft Security Copilot: Use built-in AI tools to investigate security alerts, summarize vulnerability findings, and generate incident reports.
• AI-Driven Documentation: Create high-quality SOPs, technical runbooks, and self-service articles by using AI to expand rough notes into polished documentation.

• Accelerate Your Career: Get deep, hands-on exposure to a complex, global Azure enterprise environment that will rapidly elevate your systems engineering and cloud skills.
• Predictable Work-Life Balance: Our steady, fixed overnight schedule (8:00 PM to 6:00 AM IST) allows you to plan your daily life, hobbies, and personal time with absolute consistency.
• Global Impact and Great Perks: Work closely with international teams and enjoy fantastic travel benefits so you can experience the world we help our customers see!

• Role Type: Full-time, On-site at our Mumbai Office
• Schedule: Fixed Overnight Shift, 8:00 PM to 6:00 AM IST