Device Migration and Hypercare SME

Location: Remote
Duration: 12 Months

Job Summary

We are seeking a highly skilled Device Migration and Hypercare SME to support end-user device migration, Microsoft 365 migration activities, governance, and user adoption.

The ideal candidate will have hands-on experience with device rebuilds, reloads, domain re-homing, and post-migration support. This role will be responsible for executing migration activities, troubleshooting issues, supporting migrated users, and ensuring a smooth transition with minimal business disruption.

Key Responsibilities

• Serve as the subject matter expert for end-user device migrations, including device rebuilds, reloads, and re-homing from one domain to another.
• Plan and execute device migration strategies while minimizing business disruption.
• Support secure content handling and appropriate metadata mapping during migrations.
• Utilize industry-standard migration tools such as Quest, Dell, or BitTitan.
• Perform pre-migration analysis, device assessment, and content inventory.
• Review migration assessment results and determine the appropriate migration profile.
• Follow established FAQs, Quick Reference Guides (QRGs), migration procedures, and project instructions.
• Troubleshoot and resolve device migration issues, synchronization errors, authentication problems, and permission conflicts.
• Provide post-migration hypercare and technical support to migrated users.
• Assist users with device access, Microsoft 365 applications, authentication, and connectivity issues following migration.
• Monitor migration activities and identify recurring technical issues.
• Update technical documentation, migration instructions, FAQs, and post-migration support materials.
• Support user adoption and provide technical guidance during migration activities.
• Collaborate with migration, infrastructure, identity, and support teams to resolve escalated issues.

Required Qualifications

• 3+ years of hands-on experience with device migrations and/or client support services.
• Proven experience supporting large-scale device or endpoint migration projects.
• Experience with device rebuilds, reloads, and domain re-homing.
• Experience with Azure Active Directory / Microsoft Entra ID.
• Understanding of identity and authentication processes.
• Experience with user mapping and group synchronization.
• Strong troubleshooting and problem-solving skills.
• Experience providing post-migration technical support and hypercare.
• Strong communication and customer-service skills.

Preferred Qualifications

• Microsoft certifications such as:
  • MS-102 Microsoft 365 Administrator
  • MS-700
  • MS-300 or equivalent Microsoft certification
• Experience with tenant-to-tenant migrations.
• Experience with device/domain re-homing.
• Experience using Quest, Dell, or BitTitan migration tools.
• Experience supporting Microsoft 365 environments.
• Exposure to user adoption strategies.
• Knowledge of change management practices.
• Experience delivering technical training or user guidance.
• Experience working on enterprise-scale migration programs.

Core Technical Skills

• End-User Device Migration
• Device Rebuild & Reload
• Domain Re-homing
• Microsoft 365
• Azure AD / Microsoft Entra ID
• Identity & Authentication
• User Mapping
• Group Synchronization
• Quest Migration Tools
• Dell Migration Tools
• BitTitan
• Migration Assessment
• Content Inventory
• Permission Troubleshooting
• Synchronization Troubleshooting
• Hypercare & Post-Migration Support
• User Adoption & Change Management