Change Management

Track and manage technician lifecycle events including onboarding, role changes, and offboarding.

Adding a Technician

Click “Add Technician” and provide:

Basic Information

• First Name, Last Name
• Email Address (used for login)
• Phone Number (optional)
• Job Title (optional)

Platform Role

Select the technician’s role which determines their base permissions.

Team Assignment

Add to one or more teams. Team membership determines customer access.

Direct Customer Access

Optionally assign specific customers directly (in addition to team-based access).

Activity Tracking

Monitor technician activity for security and compliance:

• Login History — Date, time, IP address, device
• Actions Performed — All M365 operations with timestamps
• Tickets Handled — Created, updated, resolved tickets
• Customers Accessed — Which tenants were accessed
• Failed Actions — Permission denied or error events

Note: All technician activity is logged with full detail for compliance reporting and security investigations.

Offboarding a Technician

When a technician leaves, ensure proper access revocation:

1. Reassign open tickets to another technician
2. Transfer customer assignments to team or other technician
3. Revoke all active sessions
4. Set status to Inactive (preserves audit history)
5. Optionally delete after retention period

Skills & Certifications

Track technician skills for intelligent ticket routing:

Technical Skills

• Exchange Online
• Intune/Endpoint Manager
• Security & Compliance
• SharePoint/Teams
• Azure AD/Entra ID

Certifications

• MS-102: Microsoft 365 Administrator
• MS-500: Security Administrator
• MD-102: Endpoint Administrator
• SC-300: Identity Administrator

API Reference

• POST /api/technicians — Create new technician
• PUT /api/technicians/:id — Update technician details
• GET /api/technicians/:id/activity — Get activity log
• POST /api/technicians/:id/deactivate — Deactivate technician