Onsite Hypercare Support Consultant, Tier 1 Tier 2 (35849)

Job summary

Provide onsite floor-walking and desk-side support to resolve user incidents following a domain migration and SSO transition. Responsibilities include managing identity, MFA, and application access issues for tools like Oracle and SuccessFactors from intake to resolution.

Job details

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, 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. Required Qualifications 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. Preferred Qualifications 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. ,

What you’ll do

Provide onsite floor-walking and desk-side support to resolve user incidents following a domain migration and SSO transition. Responsibilities include managing identity, MFA, and application access issues for tools like Oracle and SuccessFactors from intake to resolution.

Requirements

Requires hands-on Tier 1 and Tier 2 end-user support experience with a strong background in identity, MFA, and connectivity troubleshooting. Candidates must be able to meet site-access and safety requirements for mining or industrial environments.

Listed skills

• Technical Documentation · Preferred
• Customer service · Preferred
• Incident Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Tier 1 Support
• Tier 2 Support
• End-user Computing
• Identity and Access Management
• MFA Troubleshooting
• Incident Management
• Desktop Support
• Connectivity Troubleshooting
• Customer Service
• Ticket Management
• Application Authentication
• Hypercare Support
• Domain Migration
• SSO Transition
• Technical Documentation

Job areas

• Technology
• Customer Service & Support
• Consulting
• Manufacturing
• Security & Safety