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- Tasks: Support Dynamics 365 applications and maintain on-site IT infrastructure.
- Company: Join a leading Microsoft partner known for innovation and excellence.
- Benefits: Enjoy flexible working options and a collaborative team environment.
- Why this job: Gain hands-on experience in tech support while contributing to impactful projects.
- Qualifications: Experience in technical support, especially with Dynamics 365, is essential.
- Other info: Opportunity for professional growth and potential MCP certification.
The predicted salary is between 30000 - 42000 £ per year.
A leading MS partner is seeking an Infrastructure Support Analyst to support their on-premise infrastructure and Dynamics 365 applications. This role is split between 60% supporting D365 applications and 40% supporting on-site infrastructure. The role is working fully in office with some potential flexibility.
Responsibilities:
- Application Support (approx. 60%)
- Provide 1st and 2nd line support for Microsoft Dynamics 365 applications (internal and external users).
- Diagnose and resolve technical issues related to Dynamics 365 CRM.
- Escalate complex cases, ensuring accurate and complete documentation is maintained.
- Conduct remote troubleshooting sessions and collaborate with colleagues to reach timely resolutions.
- Log, track, prioritise and manage support tickets in line with SLAs using our ticketing system.
- Ensure customers are kept informed throughout the lifecycle of their tickets and receive clear, professional communication.
- Identify recurring issues and contribute to process improvements and knowledge base documentation.
- Contribute to team meetings and share insight on client support trends or platform improvements.
- Maintain and support internal IT infrastructure including networks, laptops, desktops, printers, and display equipment.
- Prepare and provision IT equipment for new starters, including imaging to company specifications and ensuring all ancillary equipment is supplied.
- Support the onboarding of new users and participate in configuration/setup activities.
- Maintain the asset register and manage the hardware lifecycle including secure decommissioning of equipment.
- Manage the equipment store: tracking inventory, performing audits, and organising compliant disposal of outdated technology.
- Perform routine patching, updates, and IT housekeeping to keep systems in optimal condition.
- Support implementation and ongoing compliance with security and management standards, currently Cyber Essentials and Cyber Essentials Plus.
Knowledge & Experience:
- Experience in a support or technical analyst role.
- Experience supporting Microsoft Dynamics 365 applications.
- Exposure to working in a reseller, consultancy, or managed services environment.
- Strong understanding of IT support processes, including triage and escalation workflows.
- Familiarity with ticketing systems, incident management, and service-level driven environments.
- Familiarity with ITIL or other service management frameworks.
Technical Skills:
- Working knowledge of Microsoft Dynamics 365 CRM.
- Strong troubleshooting skills across desktop and infrastructure environments.
- Microsoft Office 365 administration.
- Active Directory and Exchange Online.
- Windows 10/11 operating systems; familiarity with macOS is a plus.
- Networking fundamentals (DNS, DHCP, VPN).
- Asset lifecycle management including secure disposal.
- Experience with cloud services, remote support tools, and cybersecurity principles.
- Microsoft Certified Professional or willingness to achieve MCP qualifications through self-study.
Infrastructure Support Analyst employer: Hancock & Parsons Ltd
Contact Detail:
Hancock & Parsons Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Infrastructure Support Analyst
✨Tip Number 1
Familiarise yourself with Microsoft Dynamics 365 applications, as this role heavily focuses on providing support for them. Consider exploring online resources or forums where you can learn about common issues and troubleshooting techniques related to D365.
✨Tip Number 2
Brush up on your IT support processes, especially triage and escalation workflows. Understanding these processes will help you demonstrate your ability to manage support tickets effectively during interviews.
✨Tip Number 3
Gain hands-on experience with ticketing systems and incident management tools. If you have access to any platforms, practice logging and tracking support tickets to show your familiarity with service-level driven environments.
✨Tip Number 4
Highlight any experience you have with asset lifecycle management and cybersecurity principles. Being able to discuss your knowledge in these areas will set you apart, especially since the role involves maintaining IT infrastructure and compliance with security standards.
We think you need these skills to ace Infrastructure Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in supporting Microsoft Dynamics 365 applications and IT infrastructure. Use specific examples that demonstrate your troubleshooting skills and familiarity with ticketing systems.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your background aligns with the responsibilities of providing application support and maintaining IT infrastructure. Be sure to include any relevant certifications or training.
Showcase Technical Skills: Clearly outline your technical skills related to Microsoft Dynamics 365, Windows operating systems, and networking fundamentals. If you have experience with ITIL or service management frameworks, make sure to mention that as well.
Proofread Your Application: Before submitting your application, take the time to proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that all information is accurate and up-to-date.
How to prepare for a job interview at Hancock & Parsons Ltd
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Microsoft Dynamics 365 and other relevant technologies. Highlight specific examples of how you've diagnosed and resolved technical issues in previous roles, as this will demonstrate your capability to handle the responsibilities of the position.
✨Understand the Company’s Environment
Research the company’s infrastructure and support processes. Familiarise yourself with their ticketing system and any specific tools they use. This knowledge will help you answer questions more effectively and show that you're genuinely interested in the role.
✨Prepare for Scenario-Based Questions
Expect to be asked about how you would handle specific support scenarios. Practice articulating your thought process for troubleshooting issues, managing support tickets, and collaborating with colleagues. This will showcase your problem-solving skills and teamwork abilities.
✨Demonstrate Strong Communication Skills
Since the role involves communicating with both internal and external users, practice clear and professional communication. Be ready to explain complex technical concepts in simple terms, as this will reflect your ability to keep customers informed and satisfied throughout the support process.
