About the Role
Reports to the Support and Continuous Improvement Manager. At the Aztec Group, technology is a core enabler of award winning client services and operational excellence. As part of our continued investment in automation and digital solutions, we are looking for a Second and Third Line Support Analyst to support and maintain a growing portfolio of bespoke applications built using Microsoft Power Platform, SharePoint Online, and Camunda. This early career opportunity allows you to develop a technical role within the Automation and Cloud Solutions function while providing second and third line support for business critical applications developed by the Cloud Solutions team.
Key Responsibilities
- Third Line Solution Support
- Act as the primary third line support for application related incidents and service requests across Power Platform, SharePoint Online, and workflow automation solutions.
- Provide initial second line support for escalations from the Service Desk during the transition period, with responsibilities reducing overtime as capabilities are embedded within first and second line teams.
- Investigate and diagnose complex or high impact issues, collaborating with senior colleagues and developers where required.
- Resolve issues within agreed SLAs, using sound judgement to escalated when problems fall outside authority or experience.
- Carry out approved configuration changes, data corrections, and fixes in line with governance and change control processes.
- Contribute to root cause analysis across application logic, data, and automated workflows.
- Support releases, deployments, and platform upgrades to ensure solutions remain stable and supportable.
- Provide clear updates and knowledge transfer to the Service Desk to support the ongoing handover of second line responsibilities.
- Continuous Improvement & Service Quality
- Contribute to root cause analysis and problem management for recurring incidents.
- Suggest improvements to applications, documentation, and support processes.
- Maintain accurate and up to date support documentation, including known issues and standard operating procedures.
- Support testing and validation of fixes and enhancements prior to release.
- Complete design and development of Continuous Improvement enhancements to current solutions.
- Work in line with Aztec's governance, security, data protection, and change management standards.
Skills, Experience and Capabilities
- 2-3 years of application or systems support experience, typically within a Microsoft centric environment.
- 1+ year of experience supporting solutions built using Microsoft Power Platform and/or SharePoint, including custom lists, libraries, Power Apps and automated workflows.
- 6+ months of development experience in Power Platform or PL 400 certified.
- Experience in environments where Power Platform or SharePoint solutions include advanced configurations or pro code components.
- Experience with SharePoint Online administration including list, library, and security management.
- Ability to follow structured troubleshooting approaches, including analysing logs, reproducing issues, and identifying root causes.
- Awareness of application lifecycle management, environments, deployments, and change control concepts.
- Experience using ticketing systems and working to SLAs or defined support processes.
Desirable Experience & Skills
- Experience producing technical documentation and contributing to improvement initiatives using Microsoft Power Platform (e.g., Canvas Apps and/or Model driven Apps).
- Experience building or supporting integrations using Power Automate and/or Azure Logic Apps.
- Exposure to web services and integrations (REST, SOAP, Power Platform connectors, Azure Functions).
- Experience working with data sources such as Microsoft SQL Server.
- Awareness of workflow automation platforms such as Camunda.
- Interest in automation, business process improvement, or cloud technologies.
- Desire to progress into more senior support, continuous improvement, or solution development roles.
Personal Attributes
- A willingness to learn and develop technical skills over time.
- Clear communicator, able to explain issues and updates in a straightforward and professional manner.
- Logical and methodical approach to problem solving.
- Ability to manage tasks effectively and ask for support when needed.
- Positive, customer focused mindset with an interest in service quality.