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) troubleshootings. The Hypercare Engineer will be responsible for providing technical support to end-users, identifying and resolving technical issues, and collaborating with the Hypercare Lead to ensure the successful delivery of the project. The role will require strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills. The Hypercare Engineer will be expected to work in a fast-paced environment, prioritise tasks, and manage multiple projects simultaneously. The ideal candidate will have a strong understanding of Microsoft 365 and its various components, including SharePoint, OneDrive, Teams, and Exchange. The Hypercare Engineer will be required to work closely with the Hypercare Lead, the IT Operations team, and other stakeholders to ensure the successful delivery of the project. The role will also require the ability to work independently, with minimal supervision, and to make sound decisions in a timely manner. The Hypercare Engineer will be expected to maintain accurate records of all activities, including incident reports, and to contribute to the development of knowledge articles and best practices. The ideal candidate will have a strong understanding of ITIL and IT service management principles, and will be able to apply this knowledge to ensure the successful delivery of the project. The Hypercare Engineer will be required to work in a 24/7 environment, with occasional overtime, and to be available for on-call duties as required.