End User Support Engineer - Power Platform

End User Support Engineer- Power Platform  

Location: Remote 

Job Type: Full-time 

We are seeking a dedicated Power Platform End User Support Specialist to triage and resolve Power Platform support requests. The ideal candidate will work on incidents, perform root cause analysis, and support Power Platform administration. This role involves collaborating with Digital Technology teams to deliver consistent end user support experience within a pre-defined SLAs metrics. 

Key Responsibilities: 

· Collaborate on resolving Power Platform incidents that requires CTO UC team engagement. 

· Escalate incidents that requires vender 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. 

· Fluent or Advanced English is a must

· 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, Energy sector 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. 

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