Technicians

Manage your MSP staff who use OpsPilot365 to support customers. Configure permissions, track activity, and assign technicians to teams and customers.

Technician List

ColumnDescription
NameFull name of the technician
EmailLogin email address
RolePlatform role (Admin, Manager, Technician)
TeamsTeams the technician belongs to
Assigned CustomersDirect customer assignments
Open TicketsCurrent ticket count
Last ActiveLast login timestamp
StatusActive, Inactive, or Suspended

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).

Platform Roles

Administrator

Full Access

Complete access to all platform features and all customers. Can manage other technicians, configure platform settings, and access billing.

  • Manage platform settings and integrations
  • Create and manage technicians and teams
  • Access all customers regardless of assignment
  • View audit logs and reports
  • Manage billing and subscriptions

Manager

Elevated

Can manage team members and has elevated permissions for assigned customers. Ideal for team leads and service delivery managers.

  • Manage team members they lead
  • Full access to assigned customers
  • Approve escalations and sensitive actions
  • View team metrics and reports
  • Cannot access platform-wide settings

Technician

Standard

Standard support technician with access limited to assigned customers. Can perform day-to-day support tasks within their scope.

  • Access assigned customers only
  • Create and manage tickets
  • Perform approved M365 operations
  • View customer data within permissions
  • Sensitive actions require manager approval

Read Only

Limited

View-only access for auditors, trainees, or stakeholders who need visibility without the ability to make changes.

  • View customer data (no modifications)
  • View tickets (cannot create or modify)
  • Access reports and dashboards
  • Cannot perform any M365 operations

Granular Permissions

Beyond roles, configure specific permissions per technician:

CategoryPermissions
IdentityCreate users, reset passwords, manage groups, assign licenses
DevicesView devices, remote actions, wipe devices, manage profiles
SecurityView alerts, respond to incidents, manage policies
ExchangeManage mailboxes, configure rules, message traces
LicensingView licenses, purchase licenses, manage CSP orders

Authentication

Microsoft SSO

Technicians sign in with their Microsoft 365 work account. Leverages existing MFA and Conditional Access policies from your MSP tenant.

Local Accounts

Create platform-specific accounts for contractors or users without M365. Requires setting up platform MFA separately.

MFA Requirement

Enforce MFA for all technicians regardless of authentication method. Supports authenticator apps and hardware tokens.

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

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

Performance Metrics

127

Tickets Resolved

Last 30 days

2.4h

Avg Response

4.7

CSAT Score

89%

FCR Rate

Use metrics to identify top performers, training needs, and workload imbalances.

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

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

API Reference

GET /api/technicians

List all technicians

POST /api/technicians

Create new technician

PUT /api/technicians/:id

Update technician details

PUT /api/technicians/:id/permissions

Update granular permissions

GET /api/technicians/:id/activity

Get activity log

GET /api/technicians/:id/metrics

Get performance metrics

POST /api/technicians/:id/deactivate

Deactivate technician