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- Tasks: Provide 2nd line IT support and troubleshoot Microsoft Dynamics 365 issues.
- Company: GWA Group, a leader in sustainable water solutions with iconic brands.
- Benefits: Competitive salary, growth opportunities, and a supportive team environment.
- Why this job: Join a dynamic team and enhance your tech skills while making a real impact.
- Qualifications: Experience in Tier 2 IT support and knowledge of Microsoft Dynamics 365.
- Other info: Exciting chance to learn about cloud technologies and work with a collaborative team.
The predicted salary is between 30000 - 42000 £ per year.
GWA Group is a leading innovator, designer, importer and supplier of sustainable water solutions for bathrooms, kitchens and laundries across residential and commercial spaces. With our iconic brands Caroma and Methven, and operations spanning Australia, New Zealand and the UK, we are shaping a better, more sustainable future, one solution at a time.
We are looking for a proactive and technically capable IT Support Engineer with solid Tier 2 support experience and a working understanding of Microsoft Dynamics 365. Ideally looking for someone with Microsoft Dynamics 365 CE and FO exposure who is eager to grow into backend support for M365, Genesys, Softphones, EDI, Power BI and Networking. Primarily someone who enjoys problem-solving, supporting end users, and ensuring business systems run smoothly.
You will work closely with the Group Technical & Transformation Team in Australia, escalating complex issues while progressively developing your skills to handle more backend and systems-level responsibilities over time. While the role is largely technical and project-focused, you will still contribute to reactive end-user support when required.
Key Responsibilities- 2nd Line Technical Support
- Provide timely support for incidents escalating from 1st line, including software, hardware, user access, and configuration issues.
- Troubleshoot issues related to desktops, laptops, printers, mobile devices, and M365 applications.
- Act as the first line of defense for troubleshooting Microsoft Dynamics 365 queries.
- Assist users with navigation, functionality questions, and operational issues within D365.
- Maintain accurate records in the service management system.
- Escalate complex tickets to Tier 3 support or external partners where appropriate.
- Support the maintenance and monitoring of core IT systems.
- Deliver excellent customer service and clear communication to non-technical users.
- Previous experience in a Tier 2 IT support or service desk role.
- Working knowledge of Microsoft Dynamics 365 (Finance & Operations, Sales, Customer Service, or general platform familiarity).
- Ability to diagnose and resolve common D365 user issues such as login problems, permissions, navigation questions, or basic process troubleshooting.
- Strong understanding of Windows environments, Microsoft 365 applications, and general IT fundamentals.
- Excellent communication skills and a customer-focused mindset.
- Problem-solving attitude with the ability to work independently and as part of a team.
- Familiarity with Microsoft Power Platform (Power Automate, Power Apps).
- Experience supporting SaaS or cloud-based business systems.
- ITIL awareness or certification.
- Genesys Cloud platform support.
- Softphone configuration and voice systems.
- EDI systems and integration flows.
- Curious, proactive, and eager to learn modern cloud and enterprise technologies.
- Calm under pressure with a customer-focused mindset.
- Able to work independently but collaborate effectively with remote teams.
- Strong attention to detail and documentation habits.
Please note: You must be a citizen, permanent resident or hold all the relevant employment visas and other approvals for the location and duration of this position to apply for this role. Please note that we are not accepting applications from agencies for this position.
Locations
IT Support Engineer (Tier 2) - Microsoft Dynamics 365 in Cheshire, Warrington employer: GWA Group
Contact Detail:
GWA Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer (Tier 2) - Microsoft Dynamics 365 in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups or webinars, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! If you’ve got experience with Microsoft Dynamics 365, make sure to highlight that in conversations. Share specific examples of how you've solved problems or improved processes in past roles.
✨Tip Number 3
Prepare for interviews by practising common IT support scenarios. Think about how you’d troubleshoot issues with M365 or D365. The more prepared you are, the more confident you’ll feel when it’s time to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace IT Support Engineer (Tier 2) - Microsoft Dynamics 365 in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your Tier 2 support experience and any specific skills related to Microsoft Dynamics 365. We want to see how your background aligns with what we're looking for, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're excited about the role and how your problem-solving skills can benefit our team. We love seeing genuine enthusiasm, so let your personality come through!
Show Off Your Technical Skills: In your application, make sure to mention any technical skills you have that relate to the job description, like your experience with M365 or troubleshooting D365 issues. We’re keen on candidates who can hit the ground running!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just click that apply button and let’s get started!
How to prepare for a job interview at GWA Group
✨Know Your Dynamics
Make sure you brush up on your knowledge of Microsoft Dynamics 365, especially the Finance and Operations modules. Be ready to discuss common user issues and how you would troubleshoot them. This will show that you're not just familiar with the platform but also proactive in solving problems.
✨Showcase Your Support Skills
Prepare examples from your previous Tier 2 support roles where you successfully resolved complex issues. Highlight your communication skills and how you’ve helped non-technical users understand technical problems. This will demonstrate your customer-focused mindset, which is crucial for the role.
✨Familiarise with IT Fundamentals
Brush up on your understanding of Windows environments and Microsoft 365 applications. Be prepared to answer questions about troubleshooting hardware and software issues, as well as how you maintain accurate records in service management systems. This will show that you have a solid foundation in IT support.
✨Be Ready to Learn
Express your eagerness to grow into backend support roles and learn about technologies like Power BI, Genesys, and EDI systems. Showing a proactive attitude towards learning new skills will resonate well with the interviewers, as they are looking for someone who is curious and willing to develop.
