Solutions Support Analyst

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.

• 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.

• 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.

• 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.

• 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.