Unison Group

Hypercare Support Specialist 2180

Unison Group  •  Cyberjaya, MY (Hybrid)  •  17 days ago
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Job Description

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 

Unison Group

About Unison Group

Unison Consulting was launched in Singapore on September 2012, the hub of the financial industry, with innovative visions in the technocratic arena. We are a boutique next-generation Technology Company with strong business-interests in Liquidity risk, Market Risk, Credit Risk and Regulatory Compliance.

Unison provides technology consulting and services to implement Risk Management and Risk Analytics System for Financial Institutions. Our services suite comprises of Techno-Functional consulting, systems integration, Business Intelligence, information management, and custom development of IT solutions, plus project management expertise for financial institutions.

We have expertise in latest cutting edge technology to achieve better total cost of ownership. Through our qualified professionals, we assist you drive your unique risk management strategies, whether that means efficient monitoring, improving risk appetite of the financial institutions, complying with regulations, or capturing growth opportunities through innovation, this is what maximizes your decision taking potential. At Unison Consulting, we view clients as partners, and our success is only measured by the success of our partners. So we put it all on the table in order to exceed expectations.

Our staff consists of young, energetic and innovative consultants who are never afraid to challenge the conventions and push the boundaries in an effort to help our clients. For every project, no matter how large or how small, we strive to not only meet your needs, but deliver a showcase in your field.

Industry
IT & Software
Company Size
51-200 employees
Headquarters
Unknown
Year Founded
2012
Website
com.sg
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