Closed listing
Onsite Hypercare Support Consultant, Tier 1 Tier 2 (35849)
- Canada
Contract
This opening has closed.
The original listing is kept below for reference.
Job details
- Job type
- Contract
- Posting language
- English
- Posted
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Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
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, SuccessFactors 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.
- 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.
More about this job
Responsibilities
Provide onsite floor-walking, desk-side, and walk-up support after a domain migration and SSO transition, resolving user incidents involving accounts, MFA, email, devices, connectivity, and enterprise applications. Manage incidents from intake through closure, document resolutions, coordinate escalations, monitor recurring issues, and support handover and closeout.
Requirements
Candidates need hands-on Tier 1 and Tier 2 end-user support experience, including onsite desktop or service-desk support and troubleshooting identity, MFA, email, devices, connectivity, and enterprise application access. Strong independent incident resolution, appropriate escalation, customer communication, documentation, ticket management, and compliance with site-access and safety requirements are required.
Skills
- Tier 1 And Tier 2 Support
- Onsite Desktop Support
- Incident Management
- Ticket Management
- Identity And Access Troubleshooting
- Multi-Factor Authentication
- Password Resets And Account Unlocks
- Email Troubleshooting
- Device And Connectivity Troubleshooting
- Enterprise Application Access
- Authentication Troubleshooting
- Customer Service
- Client-Facing Communication
- Incident Documentation
- Escalation Coordination
- Technology Migration Support
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Manufacturing
- Consulting
Keywords
- Hypercare Support
- Domain Migration
- Single Sign-On
- Post-Cutover Support
- Tier 1 Support
- Tier 2 Support
- Floor-Walking Support
- Desk-Side Support
- Walk-Up Support
- Incident Management
- Ticketing Tools
- Identity And Access Management
- Multi-Factor Authentication
- Password Resets
- Account Unlocks
- Email Access
- Device Troubleshooting
- Connectivity Troubleshooting
- Application Access
- Oracle
- Deswik
- ArcGIS
- SuccessFactors
- ADP
- Mining
- Safety-Sensitive Environment
- Technology Integration
- Cutover Stabilization