Mohit Dalal

Technical support to internal and external stakeholders via phone, email, field visits, or through the Ticketing Systems and communicate technical information to non-technical end-users effectively.

Prioritize and action tickets to meet agreed SLA and escalate to higher level if needed

Use of Service Now for ticket logging and management

Perform Level 1/2 Active Directory and Azure AD administrative tasks

Creating users, password reset and Account Termination, Shared Mailboxes and DL Creation and Access Management

Microsoft 365 license management

End user MFA setup and configuration in Azure portal and mobile device configuration for the end user for MFA

MS Outlook configuration and troubleshooting issues related to profile, license, shared mailbox etc

Enrol mobile devices through Intune and provide technical support to mobile and BYO devices as per company's guidance

Troubleshoot network and connectivity issues and vendor engagement for further troubleshooting

Upgrading devices to Windows 10/11

Providing L1/2 support on printer issues like installing printers, troubleshooting Scan to Email, FollowMe Print setup for staff, connectivity issues, vendor engagement for hardware fault and tone replacement

Technical support to internal and external stakeholders via phone, email, field visits, or through the Ticketing Systems and communicate technical information to non-technical end-users effectively

Prioritize and action tickets to meet agreed SLA and escalate to higher level if needed

Initial handling and identifying High Priority Incident, engaging IM team and warm handover to Senior Teams for timely resolution of major incidents

Use of Service Now for ticket logging and management

Perform Level 1/2 Active Directory and Azure AD administrative tasks

Creating users, password reset and Account Termination, Shared Mailboxes and DL Creation and Access Management

Microsoft 365 license management

End user MFA setup and configuration in Azure portal and mobile device configuration for the end user for MFA

MS Outlook configuration and troubleshooting issues related to profile, license, shared mailbox etc

Enrol mobile devices through Intune and provide technical support to mobile and BYO devices as per company's guidance

Troubleshoot network and connectivity issues and vendor engagement for further troubleshooting

Upgrading devices to Windows 10/11.

Answered customer inquiry calls and provided accurate information regarding products and services

Provided excellent customer service to resolve customer complaints in a timely manner

Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support

Performed administrative tasks such as filing paperwork, updating databases, and generating reports

Developed strong relationships with customers by providing personalized assistance and support.