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1st Line Business Central Support Engineer (D365)

50 minutes ago
United Kingdom
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Azure
Apply Now
Infinity Group

Infinity Group

Infinity Group is a leading Microsoft Partner and MSP based in London, offering award-winning IT Support, Telecoms Services, and Microsoft Dynamics 365 Development. With over 15 years of experience and exceptional customer service, they provide fast re...

Internet Software & Services
51-200
Founded 2001
View All Jobs 4

Description

  • Act as the first point of contact for Business Central support incidents and service requests.
  • Investigate, troubleshoot and resolve familiar Business Central functional and user issues at first line.
  • Log, categorise, prioritise and monitor tickets based on business impact.
  • Escalate complex issues to second- or third-line specialists with clear evidence, investigation notes and customer context.
  • Own tickets through resolution, following up to prevent cases from stalling between teams.
  • Keep customers informed with clear updates, progress explanations and realistic expectations.
  • Document resolutions, maintain the internal knowledge base and identify recurring support themes.
  • Support the onboarding of new managed-services customers and improve support processes.
  • Identify commercial opportunities and scope risks through support interactions.

Requirements

  • Practical experience supporting Microsoft Dynamics 365 Business Central.
  • Experience in a managed-services or MSP environment is preferred.
  • Ability to diagnose functional and user issues using methodical troubleshooting.
  • Ability to prioritise multiple incidents according to customer and business impact.
  • Strong customer communication skills, including explaining progress clearly under pressure.
  • Ability to determine when to continue investigating and when to escalate to specialist support.
  • Strong ticket ownership and follow-through across cross-functional teams.
  • Ability to identify recurring issues and use documentation or guidance to improve future support.

Benefits

  • Remote working arrangement.
  • Unlimited holiday.
  • Fully funded training and continuous learning and development.
  • Direct access to leadership and influence over service direction.
  • Freedom to improve processes and challenge ineffective ways of working.
  • Supportive, high-standard team environment.

Interested in this position?

Apply directly on the company website

Apply Now

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