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 Sacrifice Scheme, applicable to: Workplace Pension https://www.nestpensions.org.uk/schemeweb/nest/about-pensions/why-save-with-a-workplace-pension.html Employer contribution is currently 5.5% of qualifying salary (above legislated minimum and will increase if we achieve certain business targets) Employee contribution is 4% of qualifying salary (legislated minimum but you can elect to increase) EV Car Schemes Discounted Gym Membership Cycle Schemes Home & Tech discounts for IKEA and Curry PC World Holiday Exchange Scheme: buy up to 10 additional day per year and sell up to 5. In addition, these are just some of our cultural benefits Quarterly and annual star performer awards – voted for by your peers and colleagues Spot Awards of £25 and up, to instantly recognise excellence in you and your colleagues Annual professional and personal training budget to support your PDP Career Development Frameworks Reward schemes that are designed to thank you for your hard work and make life a little more affordable. Monthly employee experience/engagement survey Quarterly company meetings At least one, usually the kick-off in March/April, will typically be in-person. The others are conducted as Town Halls. Duration of in-person company meetings is generally 2 or 3 days and location changes every year. Social/team building events, organised by our incredible Employee Forum Regular, meaningful 1 to 1s Long service recognition at 5, 10, 15, 20 years and onwards Award winning culture Great Place to Work™ Nov 25 to Nov 26; Best Workplaces for Development™ 2025, Best Workplaces for Wellbeing™ 2025, Best Workplaces for Women™ 2025, Best Workplaces in Tech™ 2025