Power Platform App Support Engineer - 2nd Line (Hiring Immediately)

Salary is commensurate with experience and we invite interested candidates to state salary expectations upon application. 

Power Platform App Support Engineer (2nd Line)

UK-based | Permanent

Applicants must already have the legal right to live and work in the UK. Unfortunately, we are unable to offer visa sponsorship for this role.

About the role

We are looking for an experienced Power Platform App Support Engineer (2nd Line) to join our growing App Support team. This is a customer-facing, technically hands-on role where you will act as a key escalation point for 1st Line analysts, work closely with delivery consultants, and help shape and continuously improve our App Support service. You will support customers who rely on Power Platform solutions to run critical parts of their business, combining strong technical problem-solving with clear communication, relationship-building, and a genuine commitment to excellent service.

Requirements

What we are looking for

Experience:

• At least 3 years’ experience in application support, including 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 (essential):

• Power Apps (model-driven)
• Power Automate
• Power BI / Microsoft Fabric
• Root cause analysis and technical/process improvement recommendations

Nice to have:

• Power Apps (canvas), Copilot Studio, SharePoint Online, Planner, Azure DevOps
• Exposure to Microsoft Dynamics 365
• Basic understanding of Azure, Active Directory, and SQL environments
• Microsoft and/or ITIL certifications (or willingness to work towards them)

What you will be doing

• 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
• Carrying out trend analysis and feeding insights back into Service Management and the wider practice

What success looks like

Success in this role is measured through consistently meeting response and resolution SLAs, achieving strong customer satisfaction and NPS scores, confidently managing escalations, and contributing positively to the ongoing improvement of the App Support function.

Why join us?

We are a people-first Microsoft Partner that takes pride in doing things properly; for our customers and for each other. Our App Support team works closely with delivery and service management, creating a collaborative environment where knowledge is shared and people are trusted to do their best work.

You will work on meaningful customer solutions rather than tick-box support, have clear expectations around performance and success, and be supported to grow your technical expertise through hands-on experience and certification opportunities.

Right to work in the UK

This role is open only to candidates who already have the legal right to live and work in the UK. We are unable to provide visa sponsorship.

Benefits

Current at the time of writing. Subject to change.

• 9 Day Fortnight (compression of 10 working days into 9 to be able to not work every other Friday)
• PMI with Vitality Health
• Medical Cash Plan with Medicash
• Life Assurance (Death in Service) with YuLife
• Employee Assistance Programme
• 25 days holiday (plus all Public Holidays) – increasing to 26 days after 1 year, to 27 days after 2 years and to 28 days after 5 years
• Your birthday day off
• Access to Costco Membership
• Salary Sacrif]]>