Armaan Narula

• Manage Intune environment to configure, deploy and maintain mobile and windows devices using MS Intune, Microsoft Entra (AAD) and O365.
• Administer configuration and deployment of compliance and configuration policies to corporate owned Windows, iOS and Android devices.
• Manage deployment of corporate apps through Intune.
• Managed configuration, deployment and documentation of MAM policies in Intune.
• Recommend and Implement security improvement through Intune, Conditional Access.
• Identify and troubleshoot issues related to Intune
• Configure and Deploy new technologies. (MS Surface Hub, Cisco Webex Boards, Logitech MTR Devices)
• Provide trainings to users on newly implemented technologies in the business.
• Create documentation and how to guides for end users.
• Help investigate and resolve local IT issues.

• Identify and solve complex technical issues related to our M365 products.

• Ensure that the performance levels of a group of technical advisors are maintained and exceeded.

• Act as the reference for your pod, guide case resolutions and assist with real-time coaching for call handling.

• Be the first escalation level for technical issues by proactively and reactively answering questions.

• Involve, consult, share and collaborate with your pod during technical issue resolutions.

• Approve and advise for high-level escalations if high resolution delays or more advanced research is needed.

• Ensure high-quality customer service through troubleshooting technical issues and handle technical call-backs.

• Monitor technical case evolution and actively participate in their action plans.

• Review and stimulate technical case backlog through advanced diagnostic aids.

• Maintain skillset and knowledge through direct monthly case handling.

• Provide status feedback and insight on your pod's concerns, behavior, communication and case handling.

• Be occasionally involved in specific projects.

• Provide technical training to your pod when required.

• Stay up to date with best practices and technological changes within the industry.

• Carry out all other related tasks per the job's evolution and departmental needs.

• Analyze and solve technical problems related to Microsoft services, notably Microsoft Intune and Office 365 applications.

• Managing MacOS, iOS, Windows, Android through MDM.

• Volunteer taking critical support requests to provide an exceptional support to customers and resolving them efficiently.

• Assist customers to define Device Compliance, Configuration and App Protection policies for platforms, such as Android, iOS, Windows 10 and MacOS.

• Assisting the team with the testing Mobile device management issues during COVID crises.

• Experience troubleshooting Hybrid on-premises environment with Azure AD connect and handling Intune/SCCM co-management issues.

• Experience in Azure Active Directory (AAD) configuration issues and Conditional Access policies.

• Monitor and respond to user-reported issues, tracking tickets and provide timely resolution.

• Assisting large organizations with new Windows 10 Auto-pilot enrollment on Azure AD and Hybrid Azure AD environment.

• Setup of test environment (ADE/DEP) for the team.

• Assist M365 Enterprise partners and customers by taking the necessary steps to solve technical problems: identify causes, offer remote support using virtual machines, find solutions and deliver the winning recipe
• Assess customer problems and build trust through technical advisor experience.
• Use strong customer service skills to improve business-to-business relationships. Customer satisfaction is at the forefront.
• Provide technical solutions to large companies around the world. The most customers being system administrators.
• Tackle new technical challenges daily, whether it's about security AAD, Autopilot, Device Management or others.

• Provide world-class customer service to our business clients by telephone, email or chat
• Analyze and solve technical problems related to our Microsoft services, notably Office 365
• Use virtual machines to troubleshoot various software used by our clients
• Guide our clients through the resolution of their issues and the configuration or their services
• Ensure customer satisfaction by following up with their technical problems
• Carry out all other tasks related to the department's operations, according to your specific knowledge