End User Support Engineer - Power Platform

Key Responsibilities:

• Collaborate on resolving Power Platform incidents that requires CTO UC team engagement.
• Escalate incidents that requires vendor support team engagement.
• Perform root cause analysis to prevent recurrence when applicable.
• Analyze incidents and provide FAQs inputs to reduce ticket volume and TTR.
• Support Power Platform administration activities.
• Assist with Service Health Monitoring.
• Provide outage notifications.
• Assign Power Platform licenses and capacities following applicable processes.
• Ensure use cases attached to incidents are in compliance with applicable policies

Qualifications:

• Minimum of 2 years of experience with Power Apps, Power Automate, Power BI and Microsoft 365 services (i.e., Forms, SharePoint, OneDrive, Teams)
• Strong problem-solving, troubleshooting, and root cause analysis skills.
• Excellent communication and collaboration skills.
• Ability to manage multiple tasks and prioritize effectively.
• Knowledge of IT SLAs and backlog tracking.

Preferred Skills:

• Experience in conducting training sessions and knowledge transfer.
• Work experience in a multi-national organization is preferred, with good understanding of compliance, security, and regulatory requirements for IT systems.
• Strong understanding of Microsoft 365 services that overlaps with Power Platform services, such as, SharePoint, MS Project, MS Teams, MS Entra ID … etc.
• Power Platform certification would be an added advantage

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