Active Directory Support
Antivirus & Patch Management
To ensure latest version of the Antivirus client software & Microsoft patches are available in the end user system.
Antivirus & Patch Management: All devices should have latest antivirus definition & windows patch with help of Patch Management Software provided by APL
Ensure automated latest virus definitions & MS patches are being fetched from the server.
To act on all the virus incident reports, Old virus definition, Systems not contacting server for updates, MS patches not updated, etc., sent out by APL IT
Log all virus & MS patches tickets and resolve on high priority
Root cause analysis for repeat virus incidents & MS patch incidents should be submitted
Active Directory Support
User Accounts (Employees, Vendors, Service Providers, Dealers, Off-Roll contractors, Interns etc.)
Regular Activities – Create/Delete/Modify/Maintain
Service Accounts (for which passwords are maintained by the system and not known to administrators)
Access control lists
Office365 license assignment/revocation
AD System Administration
Help create and maintain different password policies for different user types.
Remove unnecessary access.
Manage stale user and computer objects.
Plan and implement Upgrades and Updates to AD / ADFS Services.
GPO Management (including creation and deletion) for various security policies and software deployment.
Set-up and follow Change Management processes for all in-scope services.
Active Directory Services/ADFS Troubleshooting
Access issues to files and folders
User Account expiry
Trust relationships errors
DNS resolution failures
IP address assignment failures
AD/ADFS Health Check, Monitoring & Auditing
Monitoring and generating reports using AD Audit Plus
Provide logs and evidence of access/authentication/change as and when required by internal audit teams
Email Management (O365 Support)
Develop, document and update service processes, which should be aligned as per latest ITIL standard
Manage quota and define control as per standards
Preform day to day proactive/reactive administration, troubleshooting and support activities and keep users informed of incident progress
Troubleshoot O365 / Outlook issues (along with network team if necessary)
Coordinate with the users/FMS team for issue resolution and guide them to follow the defined SOP
Coordinate with Microsoft for O365 issues resolution as needed
Support issues with email security and mail flow by coordinating with third party vendor such as Mime Cast, SFT etc.
OneDrive for Business – Help users set up and make use of ODFB along with sharing files with other users within the Company and troubleshoot issues
Teams – Help users create Teams and Channels to collaborate effectively – on PC as well as on mobile. Also, troubleshoot issues related to Teams.
Contact/Escalate to the identified primary contact of APL, in case of any Server hardware issue or network issue, who will in turn co-ordinate with the vendors for resolution
Prepare weekly reporting as per agreed format
Create / Edit / Delete shared mailboxes as per requests
Create / Edit / Delete cloud email accounts
Create / Edit / Delete groups as per requests
Configure/re-configure AD Sync as required
Configure / troubleshoot any settings / rules on O365 Services in scope as required by business/IT.
Scavenge licenses on a monthly basis to ensure that there is no excess license purchase required.
Intune MDM & MAM Support
Windows 10 laptops and Tablets – Intune and Azure AD enrolment
Device reset and enrolment when device ownership changes
Device and User Groups for policy application
Intune MAM policies for BYO Devices (employee mobile phones)
Intune MDM policies for company owned Windows tablets/laptops
Reports on hardware and software of MDM managed devices
Reports on user to device mapping
Remote/user side support for enrolment/reset of devices
Deploy software and software upgrades through Intune/MaaS360 on all managed devices as per requirement
Deploy OS upgrades using MDM policies with minimal disruption
Tablet configuration into Azure AD and Intune
OS updates for Apple iOS devices
Record keeping for all mobility devices.
Keeping inventory for tablets/ IPADs in Matrix-42 and MIS.
Monthly reconciliation of assets with resigned employee list