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