The technical migration itself will be largely automated, so this role is not focused on designing or executing the migration process. Instead, the primary responsibility is supporting end users when something does not work as expected following migration.

The ideal candidate will have a strong Service Desk or Desktop Support background, excellent communication skills, and a customer-first approach. This person should be comfortable providing remote support over the phone as well as walking to an employee's desk when hands-on assistance is the fastest or best way to resolve an issue.

Key Responsibilities

• Provide dedicated hypercare support to end users following an M365 tenant migration.
• Serve as a first point of contact for users experiencing migration-related technical issues.
• Troubleshoot Microsoft 365 access, authentication, configuration, and connectivity issues.
• Assist users who have lost or cannot access expected shared drives, folders, files, applications, printers, or other resources following migration.
• Troubleshoot Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 user issues as needed.
• Diagnose user account, permissions, authentication, and access issues involving Microsoft Entra ID.
• Identify whether an issue can be resolved locally or requires escalation to the migration or infrastructure team.
• Provide remote technical support by phone and remote-support tools as well as in-person/desk-side assistance when appropriate.
• Communicate clearly with end users throughout the troubleshooting process and provide a high level of "white glove" customer service.
• Document incidents, troubleshooting steps, resolutions, and recurring issues through the appropriate ITSM/ticketing system.
• Work closely with migration, infrastructure, application, and Service Desk teams to quickly escalate and resolve more complex issues.
• Help identify patterns in post-migration incidents that may indicate broader migration or configuration problems.
• Maintain a professional, positive, and highly responsive presence during a potentially disruptive technology transition.

Required Skills and Experience

• Previous experience in Service Desk, Help Desk, Desktop Support, or End User Computing support.
• Strong hands-on troubleshooting experience in a Windows and Microsoft 365 environment.
• Experience supporting Microsoft 365 applications, particularly Outlook, Teams, OneDrive, and related end-user services.
• Working knowledge of Microsoft Entra ID, including user authentication, identity, access, and permissions troubleshooting.
• Experience troubleshooting end-user connectivity and access issues involving:
  • Shared drives and folders
  • Applications
  • Printers and peripherals
  • User accounts and authentication
  • Microsoft 365 applications and services
• Experience working with ITSM/ticketing systems and following incident and escalation procedures.
• Ability to independently troubleshoot issues, determine likely root causes, and escalate appropriately when necessary.
• Excellent verbal communication and interpersonal skills.
• Strong customer-service orientation with the ability to work effectively with users of varying levels of technical knowledge.
• Comfortable providing both remote and in-person/desk-side support.
• Ability to remain organized, responsive, and professional in a fast-paced environment with potentially high support volumes.

Highly Preferred Experience

• Previous experience supporting an M365 tenant-to-tenant migration or similar Microsoft 365 migration.
• Experience providing dedicated post-migration hypercare or floor-walking support.
• Experience troubleshooting user profiles, permissions, authentication, OneDrive synchronization, Outlook profiles, Teams access, shared resources, and application access following a migration.
• Familiarity with Active Directory in addition to Microsoft Entra ID.
• Experience supporting users during large-scale technology deployments, migrations, acquisitions, or organizational transitions.