App Support Engineer - 2nd Line

The App Support Third Line Engineer role is required to provide second line support internally,provide an escalation point for the analysts within their function and work closely with the other members of the app support team, the Head of Practice and delivery consultants.

The day-to-day responsibility includes a mix of responding to calls or emails from clients, logging queries, following them through to resolution under the contracted Service Level Agreements, building customer relationships via regular service review calls as well as working with the PPM Team Lead and Head of Practice, and  team to onboard new customers and report on their function’s KPIs (Key Performance Indicators).

The successful candidate will require an aptitude for working with applications/systems to analyse, diagnose and resolve client problems, ranging from straightforward questions to more complicated technical problems, and a strong drive for delivering outstanding customer service. This role requires the individual to prioritise work in real-time to ensure that tickets and tasks progress within expectations.

The role will include working as part of an internal CPS team or a mix of client and CPS professionals on engagements that require strong interpersonal skills to complement your technical and delivery experience. The role reports into the PPM Team Lead and is under the purview of the PPM Head of Practice.

Requirements

1.1  Customer Support:

·       Understands business requirements, designs solutions, and can articulate the designed solution our customers

·       Conduct and schedule regular service review meetings with customers to aid in identifying potential opportunities or issues (remotely and face to face)

·       Using our service management tools, produce regular reports for customers on KPIs and SLAs to ensure any issues are highlighted and any trends identified

·       Understanding and managing complex clients and difficult situations with the support of the Service Management team

·       Contribute to the ongoing development of the App Support function by sharing knowledge, experience and expertise with other team leaders, including with first line / customer experience 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 will have 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

1.2  Internal Roles:

·       Ownership of selected support deliverables within their function

o   SLAs are within tolerance levels

§  Initial response SLAs

§  Rolling Response SLAs

o   Cross-skilling is maintained through the function

o   Skills matrix is reviewed and updated every 3-6 months

·       Support Team Leads in the creation of professional development plans for analysts within their 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 the following meetings both on and offsite supporting service management:

o   External Service Reviews

o   Internal Account Reviews

o   Pre-Sales Support

·       Liaising with Service Management

·       Technical and process escalation point for Service Desk analysts

·       Carrying our trend analysis and providing solutions to service management.

·       Technical and process escalation point for Service Desk analysts

2   Personal

2.1  Desirable Personal Attributes

·       Personable, and a quick builder of relationships

·       Good interpersonal & customer care skills

·       Good writing & oral communication skills

·       Imaginative problem solver

·       Ability to 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

2.2  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

·       Demonstrable experience in 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.

2.3  Technical Experience

Required:

·       Considered a Subject Matter Expert in:

o   Power Apps (model driven)

o   Power Automate

o   Power BI / Fabric

·       Root cause analysis and process/technology recommendations

Desirable:

·       Planner and Planner Premium

·       Power Apps (canvas)

·       Copilot Studio

·       SharePoint Online

·       Azure DevOps

·       Microsoft Dynamics 365

o   Customer Engagement

o   Marketing

o   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)

2.4  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

3   Success Criteria

For the candidate to successfully pass the probation period and be eligible for the permanent job role, the following criteria must be met.

3.1  Customer SLAs

Contractual SLAs are a key metric by which CPS tracks the compliance of services provided by Service Management to our customers. For the candidate to be successful, the following SLA targets must be hit in the probationary period:

3.1.1   Function’s Customer SLAs

3.1.1.1 Initial Response SLA

Initial response SLA for App Support customers must be at 90%+.

3.1.1.2 Rolling Response SLA

Rolling response SLA for App Support customers must be at 90%+.

3.1.2   Individuals Customer SLAs

3.1.2.1 Initial Response SLA

Initial response SLA for Agents tickets must be at 90%+.

3.1.2.2 Rolling Response SLA

Rolling response SLA for Agents tickets must be at 90%+.

3.2  External Customer Satisfaction Surveys

Customer Satisfaction Surveys are the key metric used to determine to quality of services provided to our customers. For the candidate to be successful, the following CSAT targets must be hit by the end of the 3-month probation period.

3.2.1   PPM Team External Customer CSATs

A minimum response rate for App Support customers of 80%.

An overall score for App Support customers of 85%.

A minimum NPS score for App Support customers of 85%.

3.2.2   Individual External Customer CSATs

A minimum response rate for Agent’s Customers of 80%.

An overall score for Agent’s customers of 85%.

A minimum NPS score for Agents customers of 85%.

3.3  Certifications

·       ITIL V4 Foundation

3.4  Missed Targets

Where targets are missed, the candidate will be required to:

-        Investigate why the target(s) were missed

-        Draw up follow up actions to ensure the success of the target(s) moving forward

-        Play back the results of the investigation, and next steps to the head of practice.

4   Ongoing KPIs

Once the candidate is established in position, the responsibility will be on the candidate to ensure that the below KPIs are met monthly. Where the KPIs are not met they will provide an analysis on why a KPI has not met target. These KPIs are subject to change and will be aligned to the Department Objectives.

4.1  Individuals Customer SLAs

4.1.1   Initial Response SLA

Initial response SLA for Agents tickets must be at 90%+.

4.1.2   Rolling Response SLA

Rolling response SLA for Agents tickets must be at 90%+.

4.2  PPM Team External Customer CSATs

4.2.1   Response Rate

A minimum response rate for App Support customers of 80%.

4.2.2   Overall Score

An overall score for App Support customers of 85%.

4.2.3   NPS Score

A minimum NPS score for App Support customers of 85%.

4.3  Time Keeping

4.3.1   Logged Time

A minimum of 6.5 hours Per day logged.

Benefits

Current at the time of writing. Subject to change.

• 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 https://www.nestpensions.org.uk/schemeweb/nest/about-pensions/why-save-with-a-workplace-pension.html
• 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)
• EV Car Schemes
• Discounted Gym Membership
• Cycle Schemes
• Home & Tech discounts for IKEA and Curry PC World
• Holiday Exchange Scheme: buy up to 10 additional day per year and sell up to 5.

 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
• At least one, usually the kick-off in March/April, will typically be in-person.
• The others are conducted as Town Halls.
• Duration of in-person company meetings is generally 2 or 3 days and location changes every year.
• 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 Work™ Nov 24 to Nov 25; Best Workplaces for Development™ 2025, Best Workplaces for Wellbeing™ 2025, Best Workplaces for Women™ 2025, Best Workplaces in Consulting and Professional Service™ 2024