• Provide first-level technical support for Microsoft 365 applications, including Outlook, SharePoint, Teams, OneDrive, and other Office 365 tools.
• Basic knowledge of AV, EDR, XDR, MDM (MS Intune, MS Defender, MS Purview), Azure & Microsoft 365 services and components.
• Implement and manage security features such as MFA, Conditional Access, and DLP policies.
• Monitor and respond to alerts in Microsoft 365 Security & Compliance Center.
• Ensure compliance with organizational policies (ISO, GDPR, HIPAA, etc.).
• Manage retention, archival, and eDiscovery policies.
• Conduct periodic access and privilege reviews.
• Perform regular audits of user accounts, licenses, and permissions. Assist users with account setup, password resets, and access issues.
• Manage mailboxes, distribution groups, and shared mailboxes.
• Generate monthly reports on license utilization, mailbox/storage consumption, and service compliance.
• Assist in capacity planning and optimization of M365 usage.
• Assist with regular maintenance tasks, such as updates and patch management.
• Provide provisioning services for Endpoint Devices including all activities related to asset management, setup, teardown, installation, disposal and related services necessary to maintain Endpoint Devices throughout their lifecycle.
• Provide 24x7 help desk services for Endpoint Devices including first level support for user questions, ticket, and remote troubleshooting by phone, self-service portal, or e-mail on a24x7 basis.
• Provide break/fix service for Endpoint Devices including remote and in-person repairs to Endpoint Devices
• Provide security services for Endpoint Devices including the configuration and management of Endpoint Devices
• Troubleshooting of Windows, Antivirus, Drivers, Display, and BIOS setting.
• Make available after-hours support options matching Regular Business Hours service levels to meet the specialized needs of 24x7 facilities.
• Maintain a current inventory of all Endpoint Devices. Provide information and reports concerning Endpoint Device inventory upon request including a full export of all recorded data.
• Track all requests for service, incidents, and related support tasks.
• Provide software licensing management including monitoring, tracking, and reporting on software license counts for Endpoint Devices managed by Contractor.
• Develop and create system images for end-user systems.
• Deploy end user systems (as needed) for hires or as part of normal system refreshes.
• Provide on-going day-to-day management of end-user systems and devices.
• Protect the end-user systems via the use of anti-virus and anti-malware solutions.
• Patch and maintain Windows and Macintosh end-user devices per prescribed schedule.
• Patch and maintain Microsoft Office Products that are installed on end-user devices.
• Deploy software packages to end-user systems as specified
• Monitoring Enterprise Antivirus updation, upgradation, virus traffic, health monitoring of Sentinel one on a continuous basis.
• Good understanding of Intune Management (Including device enrolment and policies compliance & configuration)
• O365 health check-up
• Windows 365 Cloud PC provisioning, Configuration & Maintenance.

EXPERTISE AND QUALIFICATIONS

BCA/MCA/B.TECH/B. E

M365 Administration & Operation

MDM - MS Intune

EDR/MDR - MS Defender

Patch Management (MS Intune)

MS 102

AZ 900

AZ 104