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- Tasks: Provide 2nd Line support for Power Platform applications and resolve complex issues.
- Company: Join a people-first Microsoft Partner with a collaborative culture.
- Benefits: Enjoy a 9-day fortnight, health plans, and generous holiday allowances.
- Why this job: Make a real impact by supporting critical business solutions and growing your technical skills.
- Qualifications: 3+ years in application support with strong Power Platform knowledge.
- Other info: Be part of an award-winning culture with excellent career development opportunities.
The predicted salary is between 36000 - 60000 £ per year.
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.
What we are looking for
- 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.
Benefits
- 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 - 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)
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
- 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 Workâ„¢ Nov 25 to Nov 26; Best Workplaces for Developmentâ„¢ 2025, Best Workplaces for Wellbeingâ„¢ 2025, Best Workplaces for Womenâ„¢ 2025, Best Workplaces in Techâ„¢ 2025
Power Platform App Support Engineer - 2nd Line in Reading employer: CPS
Contact Detail:
CPS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Power Platform App Support Engineer - 2nd Line in Reading
✨Tip Number 1
Get your networking game on! Connect with folks in the industry, especially those already working at companies you're eyeing. LinkedIn is a goldmine for this – drop them a message, ask about their experiences, and see if they can give you the inside scoop.
✨Tip Number 2
Prepare for those interviews like a pro! Research common questions for Power Platform roles and practice your answers. Don’t forget to have some examples ready that showcase your problem-solving skills and customer service experience.
✨Tip Number 3
Show off your passion for the Power Platform! During interviews, talk about projects you've worked on or how you've helped customers solve issues. This will demonstrate your commitment and expertise, making you stand out from the crowd.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and being part of our awesome culture.
We think you need these skills to ace Power Platform App Support Engineer - 2nd Line in Reading
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Power Platform App Support Engineer role. Highlight your experience with Microsoft enterprise applications and any relevant ITIL processes. We want to see how your skills match what we're looking for!
Showcase Your Technical Skills: Don’t hold back on showcasing your technical expertise! Mention your experience with Power Apps, Power Automate, and Power BI. We love seeing candidates who can clearly articulate their problem-solving abilities in these areas.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how you can contribute to our App Support team. We appreciate genuine enthusiasm and a clear understanding of our services.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at CPS
✨Know Your Power Platform Inside Out
Make sure you brush up on your knowledge of Power Apps, Power Automate, and Power BI. Be ready to discuss specific scenarios where you've used these tools to solve problems or improve processes. This will show that you not only understand the technology but can also apply it effectively.
✨Demonstrate Your Customer-Facing Skills
Since this role is customer-facing, prepare examples that highlight your communication and relationship-building skills. Think about times when you've successfully managed escalations or resolved complex issues for customers, and be ready to share those stories during the interview.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL processes is crucial for this role. Brush up on incident, problem, and change management principles. Be prepared to discuss how you've applied these processes in your previous roles, as this will demonstrate your ability to contribute to their App Support service effectively.
✨Show Your Commitment to Continuous Improvement
The company values ongoing improvement, so come prepared with ideas on how you could enhance their App Support function. Whether it's through trend analysis or process documentation, showing that you're proactive about making things better will set you apart from other candidates.