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Encora, a leader in digital engineering, drives innovation by crafting cutting-edge, cloud-first, data-first, and AI-first solutions that redefine industries. S
Hypercare Support Specialist
Location
Peru
Posted
62 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Hypercare Support Specialist
Encora Digital
Role Description We at Coforge are hiring a Hypercare Support Specialist (#21363) with the following skill set. - Provide real-time user support during and after the rollout of phishing-resistant authentication solutions, assisting with device registration in Microsoft Entra ID and passkey setup using Microsoft Authenticator. - Troubleshoot authentication, enrollment, and registration issues across Windows, iOS, and Android platforms, including device onboarding, authentication prompts, and security key issues. - Handle incidents and service requests through ServiceNow while documenting resolutions, known issues, FAQs, and knowledge base articles to support hypercare activities. - Collaborate with project teams, Identity & Access Management, endpoint management, and security stakeholders to improve rollout outcomes, track issue trends, and support hypercare reporting. Qualifications - Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, Engineering, or equivalent practical experience. - 3+ years of experience in technical support, identity management support, IT operations, or hypercare environments. - Strong understanding of Microsoft Entra ID (formerly Azure Active Directory), authentication, and authorization concepts. - Knowledge of device registration models including Entra Registered, Entra Joined, and Hybrid Joined environments. - Hands-on experience supporting Microsoft Authenticator app setup and troubleshooting across iOS and Android platforms. - Understanding of MFA concepts, passwordless authentication, passkeys, and FIDO2 authentication concepts. - Experience troubleshooting authentication issues, onboarding errors, registration failures, and user-level security prompts. - Familiarity with Windows 10/11 onboarding, browser authentication flows (Edge, Chrome, Safari), and mobile device basics. - Experience handling incidents, requests, or ticket management using ServiceNow or similar ITSM tools. - Strong analytical, troubleshooting, communication, and end-user support skills with the ability to explain technical concepts to non-technical users. Requirements - Experience supporting identity rollouts, security transformation projects, or enterprise authentication migrations. - Basic understanding of Conditional Access policies and Intune / Endpoint Management. - Previous experience providing hypercare, rollout support, or post-deployment user assistance. - Experience documenting KB articles, FAQs, troubleshooting guides, and support documentation. Posted On 20-05-2026 At Coforge, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.
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