Power BI End-User Support

We are seeking a Power BI End User Support Technician to join our IT team. This role requires a strong grasp of Power BI functionalities, flexibility, and strategic thinking. You will provide technical Power BI end-user support, resolving issues and requests while ensuring an exceptional customer experience. Responsibilities include daily support, analyzing complex issues, resolving tickets, documenting findings, advising end-users, and collaborating with development teams to optimize support processes and drive incident resolution.

Must Have

• Provide daily Power BI end-user support for incidents and requests.
• Analyze and identify solutions for complex Power BI issues.
• Resolve tickets and escalations, keeping end-users informed.
• Document technical issues to create user guides and knowledge base.
• Advise end-users on complex or escalated Power BI cases.
• Perform complex Power BI product troubleshooting and remediation.
• Collaborate with development teams for incident resolution.
• Optimize support processes by analyzing feedback and identifying workflows.
• Determine Power BI feature enhancements based on system knowledge.
• Share knowledge in case triage meetings for rapid customer solutions.
• Bachelor’s degree in Computer Science, IT, or related field.
• 5+ years in Power BI technical support, consulting, or IT.
• Professional English fluency.
• Proven technical support experience in technology sector.
• Proficiency with Microsoft Power BI (Desktop, Service, Gateway).
• Basic network troubleshooting skills.

Good to Have

• Experience thriving in fast-paced, high-volume environments.
• Proficiency with Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy, or Microsoft Excel.

Perks & Benefits

• Flexible work environment allows employees to work remotely when needed
• Generous Annual Leave Policy
• Comprehensive Medical Insurance

The Team and Job Summary

We are seeking a Power BI End User Support Technician to join our IT team. The ideal person for this role will need to not only have a strong grasp of Power BI and its functionalities but also be flexible and a strategic thinker able to take on a variety of tasks. As a Power BI End User Support Technician, you will be responsible for providing technical Power BI end-user support for issues and requests while maintaining exceptional end-user customer experience.

Job Responsibilities

• Provide daily support to end users ensuring fast resolution of Power BI incidents and requests.
• Receive, analyze, and identify solutions to complex issues in Power BI, working closely with different internal stakeholders.
• Resolve tickets and escalations ensuring that the end-users stay informed as to the status/solution of their issues.
• Record technical issues and document findings to create user guides or knowledge base and training sessions.
• Act as an advisor to end-users handling complex, repeatable, or escalated cases, while collaborating within and across teams, leveraging troubleshooting tools and practices.
• Perform complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers.
• Translate feedback, analyze patterns of problems, and identify workflows to optimize the support process.
• Leverages overall Power BI knowledge to determine if and when features in the system require enhancements.
• Participates in case triage meetings and/or case discussions to share knowledge with other team members and contribute to more rapid customer solutions.

Qualifications

Required Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field AND 5+ years of Power BI technical support, technical consulting, or information technology experience.
• Professional level English fluency.
• Track record in technical support or a similar customer-facing role within the technology sector.
• Communication and senior stakeholder engagement skills, underpinned by an ability to communicate technical concepts to non-technical, senior business users with ease.
• Proficiency with Microsoft Power BI (Desktop application and the Service, and Gateway), or any other similar BI tool such as Tableau, SAS, Qlik, Sisense, Oracle Analytics Cloud, MicroStrategy or Microsoft Excel would be beneficial.
• Basic network troubleshooting skills.

Preferred Qualifications

• Thriving in a fast-paced, high-volume environment.

Physical and Mental Job Qualifications

• Prolonged periods of sitting at a desk and working on a computer.

Some of the Benefits We Have Include

J.S. Held understands all our employees are people and sometimes life needs flexibility. We work to always provide an environment that best supports and suits our team’s needs.

• Our flexible work environment allows employees to work remotely when needed
• Generous Annual Leave Policy
• Comprehensive Medical Insurance