Hypercare Support Specialist
About the job
About the Hypercare Support Specialist role
The Hypercare Support Specialist provides hands-on end-user support during identity rollouts, onboarding, and migration activities, ensuring a smooth transition to modern authentication and access solutions. This role assists users with device registration, Microsoft Entra ID enrollment, passkey setup, and authentication troubleshooting across Windows, iOS, and Android platforms. The specialist manages incidents and service requests, communicates technical guidance in user-friendly terms, and maintains support documentation such as FAQs and knowledge base articles. Working closely with project, identity, endpoint, and security teams, the role also tracks support trends, captures user feedback, and contributes to continuous improvement of rollout and hypercare processes.
Key Responsibilities:
User Support & Hypercare Activities
- Provide real-time end-user support for device registration and enrollment in Microsoft Entra ID, including passkey setup and usage via Microsoft Authenticator
- Guide users through step-by-step setup processes during onboarding or migration
- Troubleshoot common user issues (e.g., registration failures, app errors, authentication prompts)
- Assist users across multiple platforms (Windows, iOS, Android)
- Troubleshoot Security Key issues
Incident & Request Handling
- Handle incidents and service requests via ServiceNow
Communication & Documentation
- Provide clear, non-technical explanations to end users
- Create or update KB articles, FAQs, user instructions, and known issue documentation
- Capture user feedback during hypercare to improve rollout outcomes
Collaboration & Continuous Improvement
- Work closely with project teams, Identity & Access Management teams, Endpoint/Device Management teams, and Security and Compliance stakeholders
- Support hypercare reporting (volume of issues, root causes, resolution trends)
Requirements:
Identity & Authentication (Core)
- Strong understanding of Microsoft Entra ID (formerly Azure Active Directory) and user authentication and authorization concepts
- Knowledge of device registration and join models (Entra registered, Entra joined, hybrid joined), MFA concepts, and passwordless authentication methods
Microsoft Authenticator & Passkeys
- Hands-on experience with Microsoft Authenticator (iOS and Android), including passkey creation, storage, and usage
- Understanding of FIDO2/passkey concepts, authenticator registration and recovery scenarios, and common passkey setup errors with resolution steps.
Device & Platform Knowledge
- Working knowledge of Windows 10/11 device onboarding and basic iOS and Android device management
- Familiarity with browser authentication flows (Edge, Chrome, Safari), app permissions, and operating system security prompts
Troubleshooting & Support Skills
- Ability to follow and adapt troubleshooting guides, interpret error messages and logs, and diagnose user-related versus configuration issues
- Strong analytical and problem-solving skills
Preferred Qualifications:
- Experience supporting identity rollouts or security transformations
- Basic understanding of Conditional Access policies, Intune/Endpoint Management (high-level), and previous hypercare or rollout support experience
