Microsoft Power Platform Tech Support Specialist

Project Description:

We are looking for a Microsoft Power Platform Technical Support Specialist to provide L2 support for Power Platform environments and solutions. This role is responsible for troubleshooting incidents, managing service requests, monitoring platform health, and supporting governance, security, and administration activities across Power Apps, Power Automate, Dataverse, and related Microsoft technologies.

Responsibilities:

- Provide Tier 1/Tier 2 support for incidents, service requests, and platform health issues
- Monitor platform operations using dashboards and alerts
- Respond to user queries on app errors, environment issues, licensing, governance compliance, and more
- Execute SOPs for environment provisioning, app certifications, connector approvals, and more
- Escalate complex or non-standard issues to the Technical Experts or Tech Lead or to Microsoft
- Maintain documentation of known issues, troubleshooting steps, and solutions
- Update and manage ServiceNow Request Catalog items and their workflows
- Support adoption by enabling users through documentation, FAQs, and guidance

Mandatory Skills Description:

- 3-5 years of experience in technical support, platform administration, or IT operations
- Familiarity with Power Platform fundamentals (Power Apps, Power Automate, Dataverse)
- Experience using ITSM tools like ServiceNow, Jira, or equivalent
- Strong communication skills and empathy for end users
- Ability to follow processes and SOPs with consistency
- Logical thinking and troubleshooting ability
- Time management and task prioritization
- Attention to detail and strong documentation habits
- Willingness to escalate and collaborate with more senior team members
 ITSM & Support Tools: ServiceNow (or equivalent), Microsoft Teams, Outlook, Excel
- Microsoft 365: (Graph, Outlook, Teams, SharePoint, OneDrive, Excel integration)
- Dynamics 365: Exposure to D365 applications and their integration with Power Platform
- Troubleshooting and Support Skills (Diagnosing issues in app/flow performance, Error code analysis and root cause identification, Using diagnostic tools and logs, Browser developer tools, Network tracing)
- Power Platform Administration: Power Platform administration expertise, Power Platform governance, Power Platform security and compliance, Power Platform licensing and capacity management, Power Platform change management, Azure fundamentals, Entra ID fundamentals including SPN, Teams fundamentals, SharePoint fundamentals, MFA fundamentals, Networking fundamentals (TCP/IP basics, DNS, VPNs)
- Power Platform Components: Power Apps, Power Automate, Dataverse, AI Builder, Copilot Studio, Power Pages, Power BI, Connectors, Gateways
- Power Platform Admin Tools: XrmToolBox, Center of Excellence (CoE) Toolkit, PowerShell modules for Power Platform
- AI & Intelligent Automation: Microsoft 365 Copilot, Power Apps and Power Automate Copilots
- ALM & DevOps: Azure DevOps, GitHub Actions
Monitoring & Analytics: Power BI, Power Apps Monitor, Azure Monitor, Application Insights
- Data, Integration Languages, Protocols: Data modelling, SQL, DAX, Power Query, Power FX, Workflow Definition Language, PowerShell, FetchXML, Odata, JSON, REST, FTP, HTTP(S), OAuth
- Task Management & Work Tracking: Azure Boards, Microsoft Planner

Nice-to-Have Skills Description:

- Programming Exposure: TypeScript, JavaScript, C#
- PL-900: Power Platform Fundamentals
- PL-100: Power Platform App Maker
- PL-200: Power Platform Functional Consultant
- PL-400: Power Platform Developer
- AZ-900: Azure Fundamentals (for broader context)