On-Site M365 Migration Hypercare Specialist

DATAMTX LLC

Sydney

On-site

AUD 90,000 - 110,000

Full time

6 days ago

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Job summary

DATAMTX LLC in Sydney is seeking a M365 Migration Hypercare Support Specialist to provide hands-on end-user support during and after 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 role combines remote support via phone and remote tools with in-person, desk-side assistance across Chatswood and

Qualifications

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.

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.