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.

• *What You Will Do**

• **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.

• *How We Use AI in This Role**

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.

• *What You Will Bring**

• **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.

• *Why** ***arrivia*****?**

• **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!

• *Shift and Location Details**

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