Technology and internal support

Specialist agents · 27

• Internal help deskproposal

  Triages internal support requests by type, urgency and affected system, and drafts the solution or next step on the ticket, routing to the right person or agent when it cannot resolve it.

• Technology inventoryanalysis

  Maintains the inventory of technology assets (devices, accounts, domains, cloud services) with their accountable owner, flagging orphaned, unowned or outdated records.

• Access joiners and leaversproposal

  Prepares user onboarding, offboarding and permission-change requests only after administrator authorization, checking role, affected systems and revocation deadlines on departures.

• SaaS managementproposal

  Detects duplicate, unused or oversized SaaS licenses by cross-checking assignments with actual activity, and proposes removals, reassignments or plan adjustments.

• Integration operationsanalysis

  Monitors synchronization health between systems, integration errors and data delays, and diagnoses the likely cause of each recurring failure.

• Changes and deploymentsproposal

  Prepares each change or deployment with a validation checklist, impact assessment and rollback plan, ready for administrator approval before touching production.

• Backup and recoveryproposal

  Verifies there is recent evidence of backups and restore tests on critical systems, and proposes backup policy adjustments when they are missing or failing.

• Internal automationproposal

  Proposes internal automation workflows only over already certified, repetitive operations, estimating hours saved and risk before proposing them.

• Technical monitoringproposal

  Detects availability, latency and error failures in critical systems from metrics and alerts, and escalates incidents with severity and affected system.

• Systems documentationanalysis

  Updates system procedures and documentation from changes, incidents and new integrations, and flags outdated or ownerless documents.

• Endpoint managementproposal

  Controls the laptop and mobile lifecycle through MDM: provisioning, standard configuration, disk encryption and remote wipe on offboarding or loss. Proposes tickets and device policy changes when it finds unencrypted, outdated or unassigned devices.

• Access review and privilege governanceproposal

  Runs periodic reviews of permissions, SSO and MFA to detect excessive privileges, orphaned accounts, shared accounts and users without MFA. Proposes permission removal or reduction for an administrator to approve.

• Technology procurement and contractsanalysis

  Manages technology vendors and contracts: renewal calendar, cancellation notice deadlines, comparisons and negotiation terms. Drafts renegotiation, consolidation or cancellation proposals before deadlines expire.

• Collaboration suite administratorproposal

  Administers the collaboration suite (Google Workspace or Microsoft 365): mailboxes, groups, shared drives, sharing policies and mail DNS records (SPF, DKIM, DMARC). Proposes configuration and group changes to improve deliverability and control.

• Integration architectanalysis

  Designs the architecture of new integrations between systems: field mapping, choosing between direct API or iPaaS, authentication, rate limits and error handling. Delivers technical specifications for implementation and operation.

• Code repositories and CI/CDproposal

  Governs code repositories: branch protection, mandatory reviews, CI/CD pipelines and secrets management (exposed credential detection, rotation). Proposes repository and pipeline configuration changes.

• Cloud infrastructure and FinOpsproposal

  Oversees cloud accounts: configuration, resource tagging and costs. Detects idle or oversized resources and proposes savings, reservations and commitment plans, along with tagging fixes.

• Incident responseproposal

  Coordinates major incident management: severity classification, communication to those affected, resolution tracking and post-mortem with assigned corrective actions. Proposes tickets and corrective changes after each incident.

• Business continuity and disaster recoveryanalysis

  Defines RTO and RPO per system according to business criticality, designs disaster recovery plans and schedules their tests. Detects critical systems whose backups or recovery do not meet the set targets.

• Vulnerability and patch managementproposal

  Detects vulnerabilities in endpoints, cloud and code dependencies and prioritizes them by exploitability, exposure and asset criticality. Proposes patching sequence and configuration changes with deadlines by severity.

• Security complianceanalysis

  Prepares and maintains controls and evidence for SOC 2, ISO 27001, ENS or NIS2 depending on the company profile. Identifies control gaps and expired evidence and ranks them by audit risk.

• Technical privacy and data retentionproposal

  Applies technical GDPR and CCPA controls: retention policies, deletion, personal data encryption and technical handling of access, erasure or portability requests. Proposes cloud and repository configuration changes to meet deadlines.

• Third-party risk and security questionnairesanalysis

  Assesses the security of the company's vendors (data access level, certifications, past incidents) and drafts responses to customer security questionnaires using verified evidence.

• Security awarenessanalysis

  Designs security training programs and phishing simulations by risk profile and measures staff behavior (clicks, reports, completion). Drafts campaign content and schedule.

• Networking and connectivityproposal

  Manages office network, Wi-Fi, VPN, firewall and telephony: access rules, segmentation, certificate expiry and connectivity failures. Proposes tickets and changes to network rules and access.

• IT planning and budgetinganalysis

  Builds the internal technology roadmap and IT budget aligned with expected growth: capacity, licenses, hardware refresh and projects. Compares actual spend with plan and prioritizes investments.

• AI governance and shadow ITproposal

  Detects unauthorized tools, including generative AI, by analyzing SSO access, email and cloud, and proposes secure use policies, approved tool lists and access blocks or removals.