Overview
The App Support Third Line Engineer role provides second‑line support internally and third/fourth‑line support to higher‑value, more technically involved external clients. The engineer is an escalation point for analysts, works closely with the app support team, the Head of Practice and delivery consultants, and logs queries, follows them through to resolution under the contracted Service Level Agreements, builds customer relationships via regular service review calls, and reports on the function’s KPIs.
Responsibilities
* Respond to calls or emails from clients, log queries and track them to resolution under SLAs.
* Build customer relationships via regular service review calls and work with the PPM Team Lead and Head of Practice to onboard new customers.
* Prioritise work in real‑time to ensure tickets and tasks progress within expectations.
* Contribute to the ongoing development of the App Support function by sharing knowledge, experience and expertise with other team leaders and the first line / customer experience team.
Requirements
Customer Support
* Understand business requirements, design solutions and articulate the designed solution to customers.
* Conduct and schedule regular service review meetings with customers.
* Produce regular reports for customers on KPIs and SLAs using service management tools.
* Manage complex clients and difficult situations with the support of the Service Management team.
* Identify further opportunities for the business through additional project work or expansion of services delivered.
* Liaise with customers regarding post‑sales requirements and delivery and provide input into ongoing service reviews.
* Recognise opportunities for improvements to procedures by pro‑actively offering ideas and solutions.
* Provide an escalation level for problem support, resolution and communication as appropriate.
* Work with the App Support team to ensure all aspects of the department’s “business as usual” operations can be maintained to meet customers’ requirements.
Internal Roles
* Ownership of selected support deliverables within the function.
* SLAs are within tolerance levels.
* Initial response and rolling response SLAs.
* Cross‑skilling is maintained through the function.
* Skills matrix is reviewed and updated every 3–6 months.
* Support Team Leads create professional development plans for analysts within the function.
* Support process and standards development.
* Support Process/SOP documentation creation/maintenance.
* Supporting internal handovers for new customers.
* Mentoring of new support staff and skills sharing.
* Escalating long‑standing unresolved calls to Team Leads and Head of Practice.
* Attending and leading meetings both on and off‑site supporting service management.
Personal Attributes
* Personable, quick builder of relationships.
* Good interpersonal & customer care skills.
* Good writing & oral communication skills.
* Imaginative problem solver.
* Work as part of a team of specialists.
* Appreciation of a quality approach.
* Sensitive to commercial opportunity.
* Confidence in personal abilities.
* Fast assimilator of information.
* Resilient, appropriately persistent.
* Strong drive for excellent customer service.
Professional Experience
* Minimum 3 years in application support, with at least 2 years in a second or third‑line support role in a customer‑facing technical environment.
* Experience troubleshooting, diagnosing, and resolving complex technical issues across multiple enterprise applications (e.g., Power Platform, Dynamics 365, Azure, SharePoint, SQL).
* Experience working with ITIL processes, especially incident, change, and problem management.
* Proven track record of managing escalations and collaborating with vendors or third‑party suppliers for unresolved issues.
* Experience supporting cloud‑based and on‑premises applications, including monitoring, maintenance, and performance optimisation.
* Exposure to service management tools and reporting on KPIs and SLAs.
Technical Experience – Required
* Subject Matter Expert in Power Apps (model‑driven), Power Automate, Power BI / Fabric, root‑cause analysis and process/technology recommendations.
Technical Experience – Desirable
* Planner and Planner Premium.
* Power Apps (canvas).
* Copilot Studio.
* SharePoint Online.
* Azure DevOps.
* Microsoft Dynamics 365.
* Customer Engagement.
* Marketing.
* Project Operations.
Nice to Have – Basic understanding of supporting technologies in
* Azure IaaS.
* Windows Active Directory.
* Azure Active Directory.
* Microsoft SQL Infrastructure (Server and Azure hosted).
Desirable Certifications
* Microsoft Certified: Power Platform Fundamentals.
* Microsoft Certified: Power Platform Solution Architect Expert.
* Microsoft Certified: Power Platform Developer Associate.
* Microsoft Certified: Power BI Data Analyst Associate.
* Microsoft Certified: Power Platform App Maker Associate.
* Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate.
* Microsoft Certified: Dynamics 365 + Power Platform Solution Architect Expert.
* ITIL® 4 Foundation – IT Service Management Certification.
* ITIL® 3 Foundation – IT Service Management Certification.
Success Criteria – Probation Period
During the three‑month probation period the candidate must meet the following Customer SLA targets (90%+ for Initial and Rolling Response) and Customer Satisfaction targets (80% response rate, 85% overall score, 85% NPS). The candidate must also investigate missed targets, document actions, and report to the Head of Practice.
Ongoing KPIs – Monthly
* Individual Customer SLAs – Initial and Rolling Response (90%+).
* PPM Team External Customer CSATs – 80% response rate, 85% overall score, 85% NPS.
* Logged time – minimum 6.5 hours per day.
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