HYPERCARE ENGINEER, WEST MIDLANDS

Hypercare Engineer
Role Description :

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.

M365, ServiceNow

M365, ServiceNow