M365 Migration Hypercare Support Specialist

Location: Sydney, NSW (On-site across Chatswood and Sydney CBD)

Contract Duration: 12 Months

Experience Level: 1–2 Years

Position Overview

We are seeking an M365 Migration Hypercare Support Specialist to provide hands-on end-user support during and immediately following a Microsoft 365 tenant migration. This role serves as a highly visible, customer-facing technical resource responsible for helping users quickly resolve issues after migration and ensuring a smooth transition to the new Microsoft 365 environment.

The technical migration itself is largely automated; this role focuses on supporting end users when post-migration issues arise. The ideal candidate will have a strong Service Desk or Desktop Support background, excellent communication skills, and a customer-first approach. You should be comfortable delivering remote support via phone/remote tools as well as providing in-person, desk-side assistance.

Key Responsibilities

• Provide dedicated hypercare support to end users following an M365 tenant migration.

• Serve as the primary point of contact for users experiencing post-migration technical issues.

• Troubleshoot Microsoft 365 access, authentication, configuration, and connectivity issues (including Outlook, Teams, OneDrive, and SharePoint).

• Assist users in restoring access to expected shared drives, folders, files, applications, printers, and peripheral resources.

• Diagnose user account, permission, and authentication issues involving Microsoft Entra ID.

• Determine whether an issue can be resolved locally or requires escalation to the migration or infrastructure teams.

• Deliver clear, "white glove" customer service through both remote and in-person/desk-side interactions.

• Document incidents, troubleshooting steps, and resolutions accurately within the ITSM ticketing system.

• Collaborate closely with migration, infrastructure, application, and Service Desk teams to address complex issues and identify recurring patterns.

• Maintain a professional, responsive, and calm presence during a potentially disruptive technology transition.

Required Skills & Experience

• 1–2 years of experience in Service Desk, Help Desk, Desktop Support, or End User Computing support.

• Strong hands-on troubleshooting experience within Windows and Microsoft 365 environments.

• Proficiency in supporting core M365 applications, particularly Outlook, Teams, OneDrive, and SharePoint.

• Working knowledge of Microsoft Entra ID, including user authentication, identity, access, and permissions troubleshooting.

• Demonstrated experience resolving end-user connectivity and access issues for shared drives, local/network applications, printers, and user accounts.

• Experience logging, tracking, and escalating tickets using ITSM systems.

• Excellent verbal communication and interpersonal skills, with the ability to assist users of varying technical skill levels.

• Flexibility to provide both remote support and on-site desk-side assistance across location sites in Chatswood and Sydney CBD.

Preferred Experience

• Prior experience supporting an M365 tenant-to-tenant migration or similar enterprise Microsoft 365 rollouts.

• Experience delivering dedicated post-migration hypercare or floor-walking support.

• Familiarity with hybrid identity environments involving both traditional Active Directory and Microsoft Entra ID.

• Hands-on experience troubleshooting user profiles, OneDrive sync issues, Outlook profile setups, and shared resource permissions following a migration.

• Proven ability to thrive in fast-paced environments during large-scale technology deployments or organizational transitions.