Business Application Support Technician (BC) in Bury St Edmunds

Xperience helps SMEs unlock the full potential of their business using Digital Solutions, built with Xperience. Our industry experts get to know our client’s business inside and out, exploring processes, pain points and people, to build tailored technology across Cloud & IT Services, Cyber Security, CRM, and ERP. With solutions designed around client operations, we provide the freedom to be more productive and focus on what is important for your business – without getting side tracked by the admin.

At Xperience, we create digital solutions with the power to improve and protect your business, both now and in the future. Our people are what make us different. They are the primary reason our clients recommend us. Their unique skills and infectious energy help our clients focus on what matters most. Our people actively engage with clients using a collaborative style that prioritises teamwork and trust.

As a rapidly growing business, we look for people who share our values (of integrity, collaboration, ambition and success) to come on our growth journey with us, and create an amazing career #BuiltwithXperience.

The Role

We are undergoing an exciting time in our evolution and now seek a talented Business Applications Support Technician (BC) to join an established client support team. You’ll bring previous experience with the Dynamics 365 Business Central platform as well as a passion for excellent customer service and support. You’ll be responsible for providing application/technical support to our clients through our online helpdesk, telephone, and email. As the point of contact for all client support and enquiries, you’ll be expected to investigate and resolve client issues – or where necessary, elevate support incidents to other members of the team.

Along with a clear talent for problem solving, you’ll be a fast learner who can quickly diagnose and troubleshoot issues in a fast‑paced and dynamic environment. This role presents a significant opportunity for an experienced Business Central user or support professional to work in close collaboration with an experienced team supporting a range of clients across the UK. It’s an exciting time to join our business with ambitious growth plans to strengthen our presence in the industry. This is a full‑time role which presents the option to work from home on a permanent basis, or in a hybrid fashion from one of our offices in the UK.

Job Requirements

• 2+ years previous experience in an internal or external facing Business Central helpdesk support team.
• Previous hands‑on experience with ticket management systems.
• Previous experience of working as part of a team.
• Finance/Inventory management knowledge.
• Experience of the BC/NAV from 2013 R2 onwards.
• Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence).
• Able to demonstrate a good level of technical knowledge.

Desirable

• One or more Microsoft certifications, i.e., MB800.
• Construction, Manufacturing Knowledge, Service management.
• Experience with Continia, Jetor or similar products.
• Understanding of NAV/BC development environments.
• Payroll experience.
• Professional IT Certifications, i.e., ITIL Foundation.

Job Responsibilities

• Deliver a high level of customer satisfaction for support incidents received through our helpdesk, email, or telephone.
• Perform investigation and provide application/technical support to both internal and external stakeholders.
• Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded.
• Use the helpdesk management system to ensure that all tickets are correctly logged and that both internal and external stakeholders receive regular updates.
• Where required, escalate incidents, ensuring high levels of customer care.
• Identify and highlight trends in support incidents reporting these to the Service Delivery Manager to ensure timely and appropriate action is taken to resolve client issues.
• Work with the Business Central Consultant Team in the smooth handover of clients and projects to the support team, ensuring a successful client onboarding experience whilst developing knowledge of client specific system modifications.
• Collaborate with the wider Business Applications department to work towards successful project delivery for our clients.
• Refer client requests for advice & consultation to the consultant teams where necessary.
• Take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved.
• Collaborate with peers and other areas of the business to increase internal product and service knowledge.
• Work with the OneXperience strategy in mind at all times.

Job Benefits

• Private Medical Insurance on completion of probationary period for you, with option to add spouse and children and reduced cost.
• Salary Sacrifice Pension Scheme, 3% ER, 5% EE contributions.
• Generous 30‑Day Annual Holiday Entitlement (Jan‑Dec).
• 8 Public Holidays.
• Additional Guaranteed Birthday Leave – 1 Day.
• Volunteering Day per year to support an Xperience chosen charity, or a charity of your choice.
• Enhanced Sick Pay on completion of probationary period.
• Bereavement Leave Policy.
• Enhanced Parental Leave Policy.
• Wellbeing Benefits (Mental Health Support, Flu Vaccinations etc).
• Long Service Awards commencing from 1 year’s service.
• Monthly/ Annual Recognition Awards.
• 36.25 hours working week.
• Salary Sacrifice Cycle to Work Scheme.
• Salary Sacrifice EV Scheme coming soon.
• Employee Referral Bonus of £1,500 per hire.
• Discounted IT Purchase Scheme.
• Company Funded Social Events.
• Easily accessible and free car parking.

Competencies

• Communication – Conveys information and ideas clearly and respectfully. Listens to others and values different opinions. Respect confidentiality.
• Teamwork and Collaboration – Shares knowledge and works across departments and locations, working cooperatively and supportively with colleagues.
• Results Focused/Problem Solving – Prioritises tasks, overcomes obstacles, and accepts ownership of work assigned. Owns actions that deliver results.
• Client and Commercial Focus – Is focused on understanding the client’s needs and is driven to fulfil them. Strives to consistently meet service standards.

Xperience is an equal opportunities employer.