IT Technician I

Arrivia, Inc; Mumbai; On-site; INR 240,000 - 420,000; Full time

Job summary

arrivia is hiring an IT Technician I for our Mumbai office to be the frontline contact for our global team. You will triage tickets, support Windows and macOS devices, assist with MFA and password resets, and contribute to a growing knowledge base.

This role emphasizes customer service and a willingness to learn new AI-enabled tools. Join a condition set for overnight shifts in Mumbai, with opportunities to grow into cloud and security areas while earning Microsoft certifications during the

Qualifications

• 0–2 years of hands-on IT support experience (help desk, service desk, or equivalent).
• Basic familiarity with Windows 10/11, macOS, Microsoft 365, and general ticketing systems.

Responsibilities

• Triage and resolve day-to-day IT tickets across endpoint, account, application, and connectivity issues.
• Guide new hires through device setups (Windows and macOS) and first-time sign-ins; troubleshoot basic software installation issues.
• Help users set up MFA, troubleshoot login issues, and process routine password reset requests securely.
• Keep the knowledge base accurate and usable; learn to use AI tools to create clear, simple help articles.

Skills

Windows 10/11

macOS

Microsoft 365

Ticketing systems

English communication

Job description

At arrivia, we use the power of travel to connect people to the world. To do that, our global team needs seamless, reliable technology around the clock. We are looking for a high-energy, eager-to-learn IT Technician I to join our global Information Systems team in our Mumbai office.

This is your launching pad into a global IT career. As our frontline support hero, you will be the first point of contact for our international team, resolving day-to-day issues, learning advanced cloud systems, and using cutting-edge AI tools to solve problems faster.

What You Will Do

• Be the Face of IT: Triage and resolve day-to-day tickets across endpoint, account, application, and connectivity issues. Maintain our 48-hour handling standard to keep our global teams running smoothly.
• Support Endpoints and Hardware: Guide new hires through their device setups (Windows and macOS), walk them through first-time sign-ins, and help troubleshoot basic software installation issues.
• Manage Basic Identity Access: Help users set up multi-factor authentication (MFA), troubleshoot login issues, and process routine password reset requests securely.
• Collaborate and Document: Keep our knowledge base accurate and easy to use. You will learn to use AI tools to quickly turn complex solutions into clear, simple help articles for our team.

How We Use AI in This Role

We do not expect you to have all the answers on day one, which is why we actively encourage the smart use of AI tools to elevate your performance:

• AI-Assisted Troubleshooting: Use tools like Microsoft Copilot and ChatGPT to quickly diagnose unfamiliar error codes, read system logs, and find solutions without needing to wait on a senior technician.
• Microsoft Copilot (M365): Use Copilot in Teams and Outlook to summarize chat threads, draft polite communications, and write clear ticket resolution notes quickly.
• Prompt Engineering: Build your skills in asking AI tools the right questions to get fast, highly accurate technical answers.

What You Will Bring

• Experience: 0 to 2 years of hands-on IT support experience (help desk, service desk, or equivalent).
• Skills: Basic familiarity with Windows 10 and 11, macOS, Microsoft 365, and general ticketing systems.
• Mindset: A strong "white-glove" customer service attitude, featuring clear verbal and written English, active listening, and a calm demeanor under pressure.
• Growth Drive: An eager learner who is excited to study for and earn Microsoft certifications ("like the AZ-900 track") during your first year with us.

Why arrivia?

• Consistent, Predictable Routines: Enjoy the stability of a steady, reliable overnight schedule that lets you plan your personal life and daytime hours with confidence.
• Global Impact: Collaborate daily with teammates and users across the US and Europe, giving you true global enterprise experience.
• The Perks: We love travel! Enjoy great travel benefits along with a dynamic, collaborative office space and supportive team culture.

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