Power Platform App Support Engineer - 2nd Line

New

UK-basedFull-TimeMiddle

Salary not disclosed

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Job Details

Experience: At least 3 years’ experience in application support, including 2+ years in a 2nd or 3rd Line role
Required Skills: SQLMicrosoft DynamicsAzureChange ManagementAzure DevOps

At least 3 years’ experience in application support
2+ years in a 2nd or 3rd Line role
Experience supporting Microsoft enterprise applications in a customer-facing environment
Strong understanding of ITIL processes, particularly incident, problem, and change management
Experience managing escalations and working with third-party suppliers
Comfortable reporting on SLAs, KPIs, and service performance
Technical expertise in Power Apps (model-driven)
Technical expertise in Power Automate
Technical expertise in Power BI / Microsoft Fabric
Root cause analysis and technical/process improvement recommendations

Providing 2nd Line support for Power Platform applications, resolving incidents and problems within agreed SLAs
Acting as a technical and process escalation point for 1st Line Service Desk analysts
Diagnosing and resolving complex issues across Power Apps (model-driven), Power Automate, and Power BI / Fabric
Understanding customer business requirements and clearly articulating solutions
Building trusted customer relationships through regular service review meetings (remote and occasional face-to-face)
Producing and reviewing KPI and SLA reports, identifying trends and improvement opportunities
Handling complex customers and challenging situations professionally, with support from Service Management
Supporting onboarding of new customers and contributing to pre-sales support where required
Mentoring and supporting analysts through knowledge sharing and skills development
Contributing to the development and maintenance of support processes, standards, and documentation

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