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Onsite Hypercare Support Consultant, Tier 1/Tier 2
Job Description & How to Apply Below
Our client is seeking four Onsite Hypercare Support Consultants to provide post-cutover support following an acquisition-related domain migration and SSO transition.
Two consultants will be assigned to the Rainy River, Ontario mining site and two to the New Afton, British Columbia mining site. The engagement will run from November 19 to November 30, 2026 and requires full onsite availability.
Responsibilities- Provide floor-walking, desk-side and walk-up support.
- Receive, assess, log and resolve user incidents.
- Support password resets, account unlocks, login issues, identity and MFA troubleshooting.
- Troubleshoot email access, devices and connectivity.
- Diagnose application access and authentication issues.
- Support access to Oracle, Deswik, ArcGIS, Success Factors and ADP.
- Own incidents from intake through resolution and closure.
- Coordinate escalations with application owners and client platform teams.
- Document troubleshooting, actions taken and resolution details.
- Monitor recurring issues and communicate emerging patterns.
- Support ticket handover and engagement closeout activities.
- Hands-on Tier 1 and Tier 2 end-user support experience.
- Experience providing onsite desktop, service-desk or end-user computing support.
- Knowledge of identity, account access, MFA, email, device and connectivity troubleshooting.
- Experience resolving enterprise application access and authentication issues.
- Experience using incident-management and ticketing tools.
- Ability to resolve incidents independently and escalate appropriately.
- Strong customer-service and client-facing communication skills.
- Clear documentation and disciplined ticket-management skills.n
- Ability to meet site-access, safety and operating requirements.
- Technology migration, cutover, integration or hypercare experience.
- Experience in mining, industrial, manufacturing or remote-site environments.
- Post-cutover stabilization experience.
- Experience working within safety-sensitive environments.
- Experience supporting geographically distributed users during technology change.
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