Hypercare Support Specialist 2180

The Hypercare Support Specialist provides frontline support to end users during and after the rollout of phishing-resistant authentication solutions. This role focuses on assisting users with Microsoft Entra ID device registration and passkey setup using the Microsoft Authenticator app.

The specialist will act as the first and second line of support during the hypercare period, working closely with IT operations, identity and access management teams, and security stakeholders to ensure a smooth user experience and successful adoption of passwordless authentication solutions.

Support coverage is required during Asian and/or US business hours.

Key Responsibilities

User Support & Hypercare Activities

• Provide real-time support to end users for:
  • Device registration and enrollment in Microsoft Entra ID
  • Passkey setup and authentication using Microsoft Authenticator
• Guide users through onboarding and migration activities with clear step-by-step instructions
• Troubleshoot common authentication and registration issues, including:
  • Registration failures
  • Authentication prompts
  • App-related errors
  • Passkey synchronization issues
• Support users across multiple platforms, including:
  • Windows 10/11
  • iOS
  • Android
• Troubleshoot and assist with security key–related issues

Incident & Request Handling

• Manage incidents and service requests through ServiceNow
• Escalate complex or unresolved issues to appropriate technical teams
• Track issues through to resolution and maintain accurate ticket documentation

Communication & Documentation

• Communicate technical concepts to end users in a clear and non-technical manner
• Create and maintain:
  • Knowledge base (KB) articles
  • FAQs and user guides
  • Known issue documentation
• Capture user feedback during hypercare activities to support continuous improvement

Collaboration & Continuous Improvement

• Work closely with:
  • Project delivery teams
  • Identity & Access Management (IAM) teams
  • Endpoint / Device Management teams
  • Security and Compliance stakeholders
• Contribute to hypercare reporting, including:
  • Issue trends
  • Root cause analysis
  • Resolution metrics
  • User adoption feedback

Required Skills & Experience

Identity & Authentication

• Strong understanding of:
  • Microsoft Entra ID (formerly Azure Active Directory)
  • Authentication and authorization concepts
• Knowledge of:
  • Entra registered, Entra joined, and hybrid joined devices
  • Multi-Factor Authentication (MFA)
  • Passwordless authentication methods

Microsoft Authenticator & Passkeys

• Hands-on experience with:
  • Microsoft Authenticator app on iOS and Android
  • Passkey registration, usage, and recovery
• Familiarity with:
  • FIDO2 and passkey concepts
  • Authenticator registration and recovery scenarios
  • Common passkey setup and synchronization issues

Device & Platform Knowledge

• Working knowledge of:
  • Windows 10/11 device onboarding
  • iOS and Android device fundamentals
• Familiarity with:
  • Browser authentication flows (Edge, Chrome, Safari)
  • Mobile app permissions and operating system security prompts

Troubleshooting & Support

• Ability to:
  • Follow and adapt troubleshooting procedures
  • Interpret user-level error messages and logs
  • Differentiate between user-related and configuration-related issues
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent customer service and communication skills

Nice to Have

• Experience supporting identity modernization or security transformation programs
• Understanding of:
  • Conditional Access policies
  • Microsoft Intune / Endpoint Management
• Previous experience in:
  • Hypercare support environments
  • Large-scale rollout or migration support
  • Passwordless authentication deployments

Preferred Qualifications

• Experience in IT Service Desk, IAM support, or end-user support roles
• Familiarity with enterprise support tools such as ServiceNow
• Microsoft certifications related to Entra ID, Security, or Endpoint Management are advantageous