arrivia Looking for Information Technology Technician at Mumbai, Maharashtra Full Time

About This Job:
The Information Technology Technician supports all second level technical incidents and service requests from multiple communication sources (email, phone, text, incident escalations and walk-ups) for the global arrivia enterprise. This position will work directly with end users, IT administrators, and third-party resources/vendors to resolve and fulfill all incidents and requests. The position will maintain a consistent mindset of professionalism and respect for all fellow employees through courtesy, efficient skill usage, effective time management, and a dedication to excellent customer service.

Responsibilities:
Provides superior customer service by being courteous, knowledgeable, and professional.

Creates a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude.

Creates, manages, and resolves service requests using the IT Incident Management System

Escalates incidents to correct higher level specialist when the need arises and work with the specialist to test all solutions and final resolutions.

Grows the IT knowledgebase by using resolutions of successfully closed service requests to document effective steps for reproducing and resolving similar incidents.

Utilizes enterprise level knowledge of Operating Systems and Directory services to troubleshoot and resolve customer issues.

Windows 10

Mac OS

Windows Server

Azure Active Directory

Utilizes knowledge of Microsoft Azure services to manage corporate endpoint devices in a largely remote environment.

Microsoft Intune

Microsoft AutoPilot

Microsoft Endpoint

JAMF (Mac OS management software with Intune integration)

Utilizes Office 365 administration knowledge to maintain a diverse range of Modern Workplace solutions in line with customer needs.

Microsoft Exchange Online

Microsoft SharePoint

Microsoft OneDrive

Microsoft Power Bi

Employs skills to manage hardware assets of diverse functions and their necessary connectivity requirements.

Printers

Conferencing devices and audio visual hardware

Network and connectivity management tools

Access control devices

Provides enterprise level software management, installation, and troubleshooting support.

Office 365

Adobe Suite

Development tools (ADO, Visual Studio, Etc.)

Other bespoke or unique solutions for departments or individual customers

Tracks corporate assets through IT asset management system and processes

Device Intake

Device Assignment

Device Returns

Device Retirement

Requirements:
Minimum 2 years of work experience in an IT Desktop Support role

At least one introductory level IT certification (A+, Google Certified Support Professional, Microsoft MTA, Microsoft Fundamentals Certification)

At least one Secondary level IT certification (Cisco CCNA, Microsoft Role-Based Cert.)

In depth expert knowledge of information systems (Windows operating systems, Mac OS, Microsoft’s Azure environment, software management, hardware management, Cisco’s Networking environment, Microsoft Modern Workplace, etc.

Mange high priority work and deadlines, shift priority when management requires, accept responsibility to step up and provide leadership in situations where none is available, exercise judgement and discretion when handling confidential information, and work efficiently without need for constant management oversight.

Who We Are:
Welcome to arrivia. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we’re a merger of three powerhouse brands (in case you’ve heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.

We’re focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We’re on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.

Our Core Values:
Here at arrivia we…

Stay Curious – Explore new challenges and make space to learn, grow and improve

Keep it Real – Earn trust through open, honest and clear communication

Own it – Seek ways to make an impact and take action.

Win Together – Create a culture of connection and inclusion where everyone can be their best