The Hypercare Engineer will provide specialised technical support during the post-migration hypercare period of a major M365 tenant-to-tenant migration project.
Reporting to the Hypercare Lead, the engineer will play a critical role in ensuring a smooth user experience during the transition to business-as-usual (BAU) operations.
The ideal candidate will have high level experience in resolving user issues, performing break-fix activities, and conducting advanced (L2) troubleshooting across the M365 ecosystem.
Responsibilities
* Provide Tier 2/3 support for issues related to M365 workloads, including Exchange Online, SharePoint, and Teams (plus ancillary workloads like Power Platform) during the hypercare period.
* Perform advanced troubleshooting and break-fix activities for migration-related issues, ensuring timely resolution.
* Manage and resolve tickets within an ITSM tool (e.g., ServiceNow), following escalation protocols as necessary.
* Collaborate closely with the M365 Hypercare Lead to ensure alignment with support priorities and escalation workflows.
* Address user issues stemming from the migration (e.g. mail flow disruptions, SharePoint permissions, and Teams functionality).
* Document troubleshooting steps and resolutions to contribute to the knowledge base and enable efficient ticket handling.
* Support the creation and maintenance of user-facing FAQs, guides, and service desk KB articles.
* Liaise with the M365 migration team to troubleshoot and resolve any residual or recurring issues and provide feedback on gaps in migration processes to improve future migrations.
* Assist in seamless knowledge transfer to BAU teams by documenting and sharing hypercare resolutions and processes.
Key Skills
* Strong technical expertise across the M365 ecosystem: Exchange Online, SharePoint, Teams (mandatory); Power Platform knowledge (preferred).
* Proven ability to troubleshoot complex technical issues and resolve them in high-pressure environments.
* Hands-on experience with an ITSM tool (preferably ServiceNow) for ticket management and workflow processes.
* Good understanding of tenant-to-tenant migration processes and their typical challenges.
* Exceptional analytical skills for identifying root causes and resolving user issues efficiently.
* Strong written and verbal communication skills, particularly for documenting technical processes and resolutions.
* A proactive and user-focused approach to technical support.
Experience
* 5+ years of experience working in M365 environments, with a focus on technical support and migrations.
* Experience in multiple tenant-to-tenant migration projects, with significant involvement in post-migration support.
* Proven track record in resolving migration-related issues such as mail flow, permissions, and application configurations.
* Experience in producing user-facing documentation such as guides and FAQs.
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