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    • D365 Business Central 1st Line Engineer.
    • Keep customers informed throughout the support lifecycle.
    • Resolution and effective escalation reduce avoidable…
    • View all INFINITY GROUP jobs - Remote jobs - Junior Support Engineer jobs in Remote
    • Salary Search: Junior Business Central Support Engineer (D365) salaries in Remote
    • Experience providing IT or technical support.
    • As part of the Service Desk team, you’ll be the first point of contact for our customers, providing technical…
    • Providing responsive 1st line support and resolving IT issues efficiently in line with SLAs.
    • Experience working in an IT service environment delivering front-…
    • Then this role is for you - as a 1st line IT Support Analyst..
    • Provide telephone support to the user base utilising remote access tools.
    • Tackle incoming queries via phone and email.
    • Log, diagnose, and resolve a wide range of IT issues.
    • Help users with apps like 365 and G Suite.
  • View similar jobs with this employer
    • Provide first-line support to end users by phone, email, and/or ticketing system—working through problems with clarity and patience.
    • 1st, 2nd Line Support as well as 3rd line Support issues as a team.
    • Are you a 1st / 2nd Line Support Engineer or similar that wants to work with one of the UK''…
    • Respond to first-line support queries via telephone and the Service Desk ticketing system, ensuring prompt and effective issue resolution.
    • Proven commercial IT support experience, including hands-on experience resolving 2nd line technical issues.
    • This is a hands-on 1st and 2nd line support role,…
    • Spotting ways to improve customer systems and how we deliver support.
    • Experience in a customer-facing IT or telecoms support role.
    • Providing 1st line technical support for hardware, software, network, and system-related issues.
    • Escalating complex issues to appropriate 2nd and 3rd line…
    • Technical Expertise: Strong background operating in 1st line systems administration, or infrastructure support role.
    • Contract Type: Permanent Full-Time.
    • We work relentlessly on solving customer’s problems and strive to continuously do better by understanding our internal customer’s needs.
    • Escalate more complex cases appropriately to 2nd line or relevant teams, with clear notes and supporting evidence.
    • 25 days Annual Leave + 1 Celebration Day.
    • Part of your role is to understand the cause of an event and quickly resolve it with events that cannot be resolved being routed to Incident Management.

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Job Post Details

Junior Business Central Support Engineer (D365)
INFINITY GROUP
·
3.6
Remote
Full-time
Apply now

Job details

Pay information not provided
Unlimited paid holidays
Full-time
Remote

Full job description

D365 Business Central 1st Line Engineer

Remote | Unlimited Holiday | Lead the team that keeps Business Central customers moving

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 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of 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:

Our customers rely on Microsoft Dynamics 365 Business Central to run important parts of their day-to-day
operations. When something goes wrong or a user needs help, they need a fast, clear and dependable
response. As a D365 BC Support Analyst, you’ll be the first point of contact within our Business Central Managed
Services team. You’ll diagnose issues, resolve what you can at first contact and make sure more complex
problems reach the right specialist with the context needed to move quickly. The role exists to reduce disruption, improve the customer experience and help us deliver a responsive, commercially sustainable managed service.

What success looks like:

Customer support and triage
  • You improve the efficiency and consistency of our Business Central managed service. Strong firstline
resolution and effective escalation reduce avoidable specialist effort, support service
performance and help us build lasting customer relationships.
First-line resolution
  • Investigate and resolve familiar functional and user issues across Business Central. Apply practical
troubleshooting rather than simply passing tickets on.

Effective escalation
  • Escalate issues to second or third line when specialist input is required. Provide clear evidence,
investigation notes and customer context so the next team can act quickly.
Ticket Ownership
  • Log, categorise and prioritise incidents and service requests accurately. Monitor progress, follow up
on open cases and help prevent tickets from becoming stuck.

Customer communication
  • Keep customers informed throughout the support lifecycle. Set clear expectations, explain progress
in straightforward language and maintain confidence even when the resolution is not immediate.

Service improvement
  • Document useful resolutions, contribute to the internal knowledge base and share recurring themes
with the wider team. Support the onboarding of new customers and help improve how the managed
service operates.

The kind of problems you’ll solve:

  • A user cannot complete an important process in Business Central and needs help identifying the
    cause.
  • A customer raises an unclear or incomplete request that must be understood before work can begin.
  • Multiple incidents arrive at once and need to be prioritised by business impact.
  • An issue cannot be resolved at first line and needs to reach the right specialist without losing time or
    context.
  • A customer is waiting for progress and needs a clear, honest update.
  • The same type of issue keeps appearing and could be prevented through better documentation or
    guidance.
  • A new managed-services customer needs a smooth introduction to the support process.
  • A ticket risks stalling between teams and requires ownership to keep it moving.

What sets you apart:

  • You take ownership of a problem rather than simply processing a ticket.
  • You are curious and methodical when the cause of an issue is not immediately clear.
  • You communicate calmly and clearly, particularly when a customer is under pressure.
  • You understand when to continue investigating and when to bring in specialist support.
  • You can balance speed with accuracy and prioritise according to customer and business impact.
  • You look for patterns and use what you learn to make future support faster and more consistent.
  • You work well across teams and make it easier for others to pick up and progress an issue.
  • You bring practical experience of supporting Business Central, ideally within a managed-services or
    MSP environment.

Your impact:

On the business
  • You create a more capable and scalable Business Central managed service, reducing avoidable
escalations, protecting delivery capacity and identifying commercial opportunities or scope risks
earlier.

On customers
  • You reduce disruption and make it easier for customers to get the help they need. Your
communication and ownership give them confidence that their issue is understood and being
progressed properly.

On team performance
  • You give consultants and senior support colleagues better-quality information, helping them resolve
complex issues faster. Your documentation and insight also strengthen the team’s knowledge and
reduce repeated investigation.

What it's like here:

  • Ambitious, but not political
  • High standards, but pragmatic
  • People who care about doing things properly — not just hitting numbers

You’ll get:

  • Real ownership of how sales evolves
  • Freedom to change things that don’t work
  • A team open to being challenged and developed
  • Direct access to leadership and influence over direction
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