Contract Job Opportunity: M365 Migration Hypercare Support Specialist

Role Title: M365 Migration Hypercare Support Specialist

Engagement Type: Contract

Experience Level: 1–2 Years

Work Location: On-site / Hybrid across Sydney Locations:

• Chatswood, NSW (Tower A, Pacific Highway)

• Sydney CBD, NSW (Martin Place)

Position Overview

Our client is seeking dedicatedM365 Migration Hypercare Support Specialists to provide high-visibility, customer-facing technical support during and immediately following a major Microsoft 365 tenant migration.

In this role, you will serve as a primary point of contact for end users, ensuring a seamless transition to the new Microsoft 365 environment. The technical migration execution is largely automated; therefore, this position focuses heavily on post-migration issue resolution, "white-glove" end-user support, and hands-on troubleshooting—both remotely (phone/remote tools) and in-person (desk-side).

Key Responsibilities

• Dedicated Hypercare Support: Provide immediate, high-touch support to end users experiencing technical friction following an M365 tenant migration.

• Application & Access Troubleshooting: Resolve issues related to Outlook profiles, Teams access, OneDrive synchronization, SharePoint, shared drives, printers, and peripheral applications.

• Identity & Authentication: Diagnose and troubleshoot user accounts, permissions, and authentication issues involving Microsoft Entra ID and Active Directory.

• Desk-Side & Remote Assistance: Deliver clear, empathetic technical support via phone, remote tools, and in-person desk-side visits across site locations.

• Incident Escalation & Documentation: Log all incidents and resolutions accurately in the ITSM/ticketing system; identify recurring post-migration patterns and escalate complex infrastructure issues to core engineering teams.

Required Qualifications & Experience

• Experience: 1–2 years of experience in a Service Desk, Help Desk, Desktop Support, or End User Computing (EUC) role.

• M365 Proficiency: Solid hands-on experience supporting Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) within a Windows environment.

• Identity Fundamentals: Working knowledge of Microsoft Entra ID (Azure AD), user authentication, permissions, and access troubleshooting.

• Resource Access Support: Demonstrated experience troubleshooting connectivity to shared network drives, local/network printers, and business applications.

• Customer Service & Communication: Exceptional verbal communication skills with a strong customer-first mindset, comfortable interacting with stakeholders across all business levels.

Highly Preferred Qualifications

• Previous experience providing post-migration hypercare or floor-walking support for an M365 tenant-to-tenant migration.

• Familiarity with Active Directory alongside Microsoft Entra ID.

• Experience supporting end users through large-scale technology deployments, mergers, acquisitions, or organizational IT transitions.

How to Apply