The End User Support Engineer supports Power Platform incidents, conducts root cause analysis, manages service health monitoring, and ensures compliance with policies.
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
Top Skills
Microsoft 365
Onedrive
Power Apps
Power Automate
Power BI
Sharepoint
Teams
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