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NTT DATA Logo NTT DATA · IT - Software Development

Power Apps Support Analyst L1

Mexico, Guadalajara · Job Posted May 29, 2026
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Job Description

We are seeking a motivated and customer-oriented Power Apps Support Analyst L1 to provide first-level support for Microsoft Power Platform applications and services. The ideal candidate will be responsible for handling user inquiries, troubleshooting basic application issues, monitoring incidents, and escalating complex problems to Level 2 or development teams when necessary. This role requires strong communication skills, analytical thinking, and a foundational understanding of Microsoft Power Platform technologies including Power Apps, Power Automate, SharePoint, and Microsoft 365 services.

Job Responsibility

  • Provide Level 1 support for Power Apps applications and Power Platform solutions
  • Respond to user tickets, incidents, and service requests within SLA timelines
  • Troubleshoot basic issues related to Power Apps functionality, Power Automate flows, SharePoint integrations, User permissions and access, Microsoft 365 connectivity
  • Perform initial diagnosis and root cause analysis before escalating issues
  • Escalate unresolved or complex technical issues to Level 2 support or development teams
  • Log, track, update, and resolve tickets using ITSM tools such as ServiceNow, Jira, or similar platforms
  • Maintain detailed documentation of incidents, resolutions, and troubleshooting procedures
  • Monitor recurring issues and identify patterns for proactive improvements
  • Follow established support processes, escalation paths, and operational procedures
  • Assist end users with application navigation and functionality questions
  • Provide guidance and basic training on Power Apps and Power Platform usage
  • Communicate issue status, updates, and resolutions clearly to users and stakeholders
  • Deliver high-quality customer service with professionalism and responsiveness
  • Monitor Power Platform environments and application health
  • Support basic testing activities after deployments or updates
  • Assist with user access management and environment configurations
  • Participate in scheduled maintenance and support activities as needed

Requirements

  • 3 years of experience in application support, help desk, or IT support roles
  • English proficiency required (written and verbal)
  • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred
  • Experience with Microsoft Power Platform is preferred but not mandatory
  • Power Apps (Canvas & Model‑Driven – user support)
  • Power Automate (flow run monitoring, basic troubleshooting)
  • Power Platform Admin Center (read‑level, support actions)
  • Prior experience with Power Platform administration is required
  • Basic understanding of SharePoint Online
  • Basic understanding of Microsoft 365 ecosystem
  • Familiarity with Ticketing systems (ServiceNow, Jira, Zendesk, etc.)
  • Familiarity with Incident management processes
  • Familiarity with User access and permissions management
  • Basic knowledge of APIs and connectors
  • Basic knowledge of Data sources such as SharePoint Lists, Dataverse, or Excel
  • Basic knowledge of Troubleshooting application and workflow issues
  • Willingness to work in rotational shifts or extended support hours if required

Nice to have

  • Microsoft Power Platform Fundamentals certification (PL-900) is a plus
  • Experience supporting enterprise business applications
  • Familiarity with Agile or ITIL methodologies
  • Exposure to low-code/no-code platforms
  • Experience working in global or multi-regional support environments
  • Hybrid or remote support experience preferred
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