Solutions Support Analyst

Reports to Support and Continuous Improvement Manager At the Aztec Group, technology is a core enabler of our award-winning client services and operational excellence. As part of our continued investment in automation and digital solutions, we are seeking 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 is an early-career opportunity to develop in a technical role within the Automation and Cloud Solutions function, reporting to the Support and Continuous Improvement Solutions Manager. The role will provide second and third-line support for business-critical applications developed by the Cloud Solutions team, working closely with the Service Desk (first line) and more senior technical colleagues to ensure issues are resolved effectively and services continue to improve. The successful candidate will build a strong understanding of Aztec's automation solutions and the business processes they support, taking increasing ownership of incident resolution, analysis, and continuous improvement activities as their capability develops., 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 escalate 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 changing management standards.

Technical skills Experience (typically 2-3 years) providing application or systems support (first line, with exposure to second line) within a Microsoft-centric environment. 1+ year experience supporting solutions built using Microsoft Power Platform and/or SharePoint, including custom lists, libraries, Power Apps and automated workflows. 6+ months development experience in Power Platform or PL-400 certified Experience working in environments where Power Platform or SharePoint solutions include advanced configurations or pro-code components, and an ability to troubleshoot issues across these solutions with appropriate escalation where required. 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., 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. 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 (e.g. 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. An interest in automation, business process improvement, or cloud technologies. Desire to progress into more senior support, continuous improvement, or solution development roles over time. Aztec will provide the training, both in-house for relevant technical knowledge and also professional qualifications to enhance your professional development. You will need to be quick to learn new systems and great with people, as close working relationships between our colleagues and clients is at the heart of what we do.

At Aztec, we provide talented and dynamic individuals with the opportunity to build a rewarding career. We're an ambitious company, committed to building long-term partnerships with our clients and delivering operational excellence at every stage of their fund's lifecycle. Our culture is what makes us a standout place to work. Our people are at the heart of our business: putting clients first; delivering service excellence; working as one team; building lasting connections and embodying our values and purpose. Join our journey and discover what makes us the bright alternative.