Hypercare Support Specialist 2180

Key Responsibilities:

User Support & Hypercare Activities

• Provide real-time support to end users with:

o Device registration and enrollment in Microsoft Entra ID

o Passkey creation 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:

o KB articles

o FAQs and user instructions

o Known issue documentation

• Capture user feedback during hypercare to improve rollout outcomes

Collaboration & Continuous Improvement

• Work closely with:
  

o Project team

o Identity & Access Management teams

o Endpoint / Device Management teams

o Security and Compliance stakeholders

• Support hypercare reporting (volume of issues, root causes, resolution trends)

Required Knowledge & Skills:

Identity & Authentication (Core)

• Strong understanding of:

o Microsoft Entra ID (formerly Azure Active Directory)

o User authentication and authorization concepts

• Knowledge of:

o Device registration vs. device join (Entra registered, Entra joined, hybrid joined)

o Multi-Factor Authentication (MFA) concepts

o Passwordless authentication methods

Microsoft Authenticator & Passkeys

• Hands-on experience with:

o Microsoft Authenticator app (iOS and Android)

o Passkey creation, storage, and usage

• Understanding of:

o FIDO2 / passkey concepts (high-level)

o Authenticator registration and recovery scenarios

o Common passkey setup errors and resolution steps

Device & Platform Knowledge

• Working knowledge of:

o Windows 10/11 device onboarding

o iOS and Android device basics

• Familiarity with:

o Browser authentication flows (Edge, Chrome, Safari)

o App permissions and OS security prompts 

Troubleshooting & Support Skills

• Ability to:

o Follow and adapt step-by-step troubleshooting guides

o Interpret error messages and logs at a user-support level

o Diagnose user vs. configuration issues

• Strong analytical and problem-solving skills

Nice-to-Have (Optional)

• Experience supporting identity rollouts or security transformations
• Basic understanding of:

o Conditional Access policies

o Intune / Endpoint Management (high-level)

• Previous hypercare or rollout support experience