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- Tasks: Provide front-line support for Dynamics 365 users and resolve technical issues.
- Company: Join an innovative Microsoft Cloud Solution Partner with a vibrant culture.
- Benefits: Enjoy unlimited holiday, private healthcare, and flexible working options.
- Other info: Participate in fun company events and enjoy a newly renovated office.
- Why this job: Make a real impact while learning and growing in a supportive environment.
- Qualifications: Basic knowledge of Dynamics 365 and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Dynamics 365 Support Engineer (2nd Line Service Desk) – Remote with unlimited paid holiday
Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 170 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Finalist for Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview:
The 2nd Line Support Engineer provides front-line support for users of Microsoft Dynamics 365 Customer Engagement (CE) and Business Central (BC). Acting as the initial point of contact, this role is responsible for triaging support requests, diagnosing and resolving basic technical issues, escalating more complex problems, and guiding users on system functionality. The engineer ensures efficient issue resolution and delivers a high standard of customer service to support day-to-day business operations.
What skills and working characteristics should this person have?
- Basic working knowledge of Microsoft Dynamics 365 applications, including both Customer Engagement (CE) and Business Central (BC).
- Understanding of core CRM and ERP concepts, such as sales processes, case management, finance, and purchasing workflows.
- Experience with remote support tools and service desk software is a plus.
- Competence in using Microsoft 365 tools (Outlook, Excel, Teams, SharePoint) commonly integrated with Dynamics.
- Ability to perform initial diagnostics, resolve straightforward user issues, and escalate complex incidents effectively.
- Strong communication skills, both written and verbal.
- Excellent customer service skills with a focus on delivering a positive user experience.
- Ability to prioritise tasks and multitask effectively in a fast-paced environment.
- Strong problem-solving skills with keen attention to detail.
- Collaborative team player, able to work well within the support team and across departments.
- Adaptable and eager to learn new tools, processes, and technologies.
As a Support Engineer, you\’ll be responsible for:
- Act as the first point of contact for Dynamics 365 CE and BC queries and incidents via phone, email, and ticketing systems.
- Log, categorise, and prioritise tickets according to agreed Service Level Agreements (SLAs).
- Perform basic diagnostics and troubleshooting to resolve user issues or identify where escalation is needed.
- Escalate unresolved or more complex issues to 2nd/3rd line support teams while ensuring proper handover.
- Deliver a professional and empathetic support experience to all users.
- Maintain ownership of issues through to resolution or handoff, keeping users informed throughout.
- Ensure adherence to SLAs and Key Performance Indicators (KPIs).
- Accurately document issue descriptions, troubleshooting steps, and resolutions within the support platform.
- Contribute to internal knowledge base articles and user guides to aid faster resolution and self-service.
- Assist in monitoring system alerts and identifying recurring issues or areas of user confusion.
- Provide users with guidance on system functionality, usage best practices, and basic IT processes to reduce future incidents.
Like the rest of the Infinity team, you\’ll benefit from:
- The opportunity to work for one of the leading Microsoft Cloud Solution Partners in the UK.
- Work in a great culture, highly ambitious, collaborative, humble and we pride ourselves in making others look cool be it our colleagues or clients.
- Benefits include Unlimited Annual Leave, Private Healthcare, Life Assurance, Company Shares, Electric Car Scheme and Flexible Working.
- A newly renovated office with a break-out area, decent coffee, and a pool table.
- Weekly company events (Think Bigger Friday with Drinks) and quarterly social events with your teams and company-wide affairs including our very own \’Illuminate\’ Annual Awards Gala, Christmas Party, and summer fun. These are not obligatory but there are very few of us who don\’t want to be part of the fun and we include your partners too.
What are the next steps?
- Apply with your current resume or link to your LinkedIn profile directly on our careers page –
- Have a quick call with Dom or Keiran (our internal recruiters), to go over the position in more detail and answer any questions you have.
- 1st stage interview, usually via Teams.
- 2nd / final stage ideally in person as we like to meet everyone in person and show you around our amazing office.
Dynamics 365 Support Engineer (2nd Line Service Desk) employer: Infinity Group UK
Contact Detail:
Infinity Group UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dynamics 365 Support Engineer (2nd Line Service Desk)
✨Tip Number 1
Get to know the company inside out! Research Infinity Group, their values, and recent projects. This will help you tailor your conversation during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with Dynamics 365 issues, brush up on common troubleshooting scenarios. This way, you can demonstrate your technical know-how and confidence during the interview.
✨Tip Number 3
Don’t underestimate the power of soft skills! Communication and customer service are key in this role. Prepare examples of how you've successfully handled user queries or resolved conflicts in the past to showcase your interpersonal skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have a chance to connect directly with our recruiters, Dom or Keiran, who can give you insights into the role and the company culture.
We think you need these skills to ace Dynamics 365 Support Engineer (2nd Line Service Desk)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Dynamics 365 Support Engineer role. Highlight your knowledge of Microsoft Dynamics 365, customer service experience, and any relevant technical skills to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about this role and how you align with our core values. Share specific examples of your problem-solving skills and customer service excellence to show us what you can bring to the team.
Show Off Your Communication Skills: Since strong communication is key for this role, make sure your application is clear and concise. Use proper grammar and structure to demonstrate your written communication skills, as this will give us a taste of how you'll interact with users.
Apply Through Our Website: We encourage you to apply directly through our careers page. This way, we can easily track your application and get in touch with you for a quick chat about the position. Plus, it shows you're keen on joining our awesome team!
How to prepare for a job interview at Infinity Group UK
✨Know Your Dynamics 365 Stuff
Make sure you brush up on your knowledge of Microsoft Dynamics 365, especially Customer Engagement and Business Central. Familiarise yourself with core CRM and ERP concepts, as you'll likely be asked about them during the interview.
✨Show Off Your Problem-Solving Skills
Be prepared to discuss how you've tackled technical issues in the past. Think of specific examples where you diagnosed problems and resolved them, or escalated them effectively. This will demonstrate your ability to handle the role's responsibilities.
✨Communicate Clearly and Confidently
Strong communication skills are key for this position. Practice explaining technical concepts in simple terms, as you'll need to guide users through issues. Be ready to showcase your customer service skills and how you ensure a positive user experience.
✨Embrace the Company Culture
Infinity Group values empathy, creativity, and collaboration. Research their culture and think about how your personal values align with theirs. Be ready to share how you can contribute to a supportive and innovative work environment.