Roles and Responsibilities

Microsoft 365 (O365)

Administration: Manage user accounts, licenses, and permissions within Microsoft 365.

Configuration: Configure and maintain services such as Exchange Online, SharePoint Online, Teams, and OneDrive.

Troubleshooting: Resolve issues related to O365 applications and services, including email, collaboration tools, and file storage.

Security: Implement and monitor security policies, manage multi-factor authentication (MFA), and ensure compliance with organizational policies.

Updates: Apply updates and patches to Microsoft 365 services and tools as necessary.

Microsoft Azure

Management: Oversee Azure subscriptions, resources, and services.

Configuration: Set up and configure virtual machines, networking, storage, and other Azure services.

Monitoring: Monitor Azure resources for performance and availability, and address any issues that arise.

Security: Implement and manage Azure security policies, including access controls and threat protection.

Microsoft Windows Servers

Administration: Manage and maintain Windows Server installations, including Active Directory, Group Policy, and server roles like DNS, DHCP, etc.

Configuration: Configure and optimize server settings for performance and reliability.

Troubleshooting: Diagnose and resolve server-related issues, including hardware, software, and network problems.

Security: Implement security updates, patches, and configurations to protect against vulnerabilities.

VMware (Level 2)

Management: Administer and manage VMware ESXi hosts and vCenter Server environments.

Configuration: Configure virtual machines, storage, and networking within the VMware environment.

Troubleshooting: Resolve issues related to virtualization, including VM performance, connectivity, and resource allocation.

Maintenance: Perform regular maintenance tasks such as updates, backups, and capacity planning.

*** (CrowdStrike)

Management: Administer CrowdStrike Falcon endpoints, including deployment, configuration, and updates.

Monitoring: Monitor security alerts and incidents reported by CrowdStrike.

Troubleshooting: Investigate and respond to security threats and incidents identified by CrowdStrike.

Citrix DDI

Infrastructure Management: Manage Citrix infrastructure, including XenDesktop, XenApp, and NetScaler.

User Support: Provide support for Citrix-related issues, ensuring users can access virtual applications and desktops.

Optimization and Performance: Monitor and optimize Citrix environments for performance and reliability.

Print Servers

Management: Administer and maintain print servers, including printer drivers and queues.

Configuration: Configure printers and print settings to meet user needs.

Troubleshooting: Resolve issues related to printing, such as printer connectivity and print job management.

Security: Ensure that print servers and printers are secure and that print data is protected.

Microsoft Sentinel

Configuration: Set up and configure Microsoft Sentinel for security information and event management (SIEM).

Monitoring: Monitor security events and alerts generated by Sentinel.

Incident Response: Investigate and respond to security incidents and alerts using Sentinel’s tools and features.

Optimization: Tune and optimize Sentinel rules, queries, and dashboards to improve security visibility.

Microsoft Purview

Configuration: Set up and configure Microsoft Purview for data governance and compliance.

Monitoring: Monitor data usage and compliance through Purview’s data catalogue and governance tools.

Reporting: Generate reports on data compliance, classification, and governance.

Optimization: Optimize data governance policies and procedures to ensure effective data management and compliance.

Skills and Qualifications

Technical Skills: Proficiency in Microsoft 365, Azure, Windows Server, VMware, DHCP, CrowdStrike, Citrix, print services, Microsoft Sentinel, and Microsoft Purview.

Troubleshooting: Strong problem-solving skills and experience in diagnosing and resolving technical issues.

Security Awareness: Knowledge of security best practices and experience with security tools and protocols.

Communication: Excellent communication skills to interact with stakeholders, provide support, and document issues and solutions.

Certifications: Relevant certifications such as Microsoft Certified: Azure Administrator Associate, VMware Certified Professional (VCP), CompTIA Security+, etc., can be beneficial.

Level 2 Support: Provide advanced troubleshooting for issues related to Office 365, Windows Servers, VMware, and Azure that escalate from Level 1 support teams.

Incident Management: Investigate and resolve complex incidents, coordinating with other IT teams or vendors as necessary.

User Support: Assist end-users with technical issues related to Office 365 applications, Windows Servers, and VMware environments.

Reporting: Generate and review regular reports on system performance, incident trends, and security status.

Compliance: Ensure compliance with relevant regulations and organizational policies, and participate in audits and assessments.

Capacity Planning: Plan for future capacity needs and make recommendations for upgrades or adjustments to infrastructure.