Senior Second-Line ERP Support Engineer

Alistar; Belgique; Hybrid; EUR 70,000 - 90,000; Full time

Job summary

Alistar is seeking a Senior Second-Line ERP Support Engineer for Microsoft Dynamics 365 Business Central. You will independently analyze and resolve complex second-line issues, own cases from intake to resolution, and guide customers toward sustainable solutions.

You will collaborate with teammates, investigate root causes, prioritize tickets, and communicate clearly with customers in Dutch, English, and French. Hybrid work options are available in Western Europe.

Qualifications

• At least 5 years of relevant experience in ERP support, application support, second-line support, or a similar customer-focused IT environment.
• Hands-on experience with Microsoft Dynamics 365 Business Central and sufficient knowledge of Business Central processes to investigate complex incidents in depth.
• Extensive experience with incident analysis, troubleshooting, root cause analysis, and problem-solving within an ERP or business application environment.

Responsibilities

• Independently analyze and resolve complex second-line support issues and incidents within Microsoft Dynamics 365 Business Central.
• Take ownership of cases from intake and troubleshooting to resolution, documentation, and customer feedback.
• Investigate root causes and look beyond temporary solutions to prevent recurrence.
• Assess and prioritize incoming tickets and coordinate with the team for high-quality follow-up.
• Communicate clearly with customers about analysis, progress, expectations, and solutions, even in complex or critical situations.
• One day per week as the first point of contact by phone, converting inquiries into complete support tickets.
• Collaborate with experienced colleagues and other teams to tackle complex issues and share knowledge.

Skills

ERP support

Application support

Second-line support

Customer communication

Tools

Ticketing systems

Time-tracking systems

Root cause analysis tools

Job description

As a Senior Second-Line Support Engineer for Business Central, you’ll be the point of contact when a support request requires more than a standard solution. With at least 5 years of relevant experience in ERP support, application support, or Microsoft Dynamics 365 Business Central, you’ll analyze complex incidents, quickly identify the root cause of a problem, and guide customers from initial analysis to a sustainable solution.

You combine in-depth knowledge of Microsoft Dynamics 365 Business Central and ERP processes with strong troubleshooting and communication skills. You take ownership of your cases, set the right priorities, and look beyond today’s incident. In this way, you help customers move forward and contribute to the expertise and continuity of the Customer Support team.

Your Role as a Senior Second-Line ERP Support Engineer

Independently analyze and resolve complex second-line support issues and incidents within Microsoft Dynamics 365 Business Central

Take ownership of your cases, from intake and troubleshooting to resolution, documentation, and providing professional feedback to the customer

Investigate the root cause of problems and look beyond temporary solutions to help prevent recurring incidents

Assess and prioritize incoming tickets and work with the team to ensure high-quality and efficient follow-up

Communicate clearly with customers about analysis, progress, expectations, and solutions, even when a situation becomes complex or critical

On average, work one day a week as the first point of contact by phone and convert customer inquiries into complete and accurate support tickets. This rotation system is part of the current job description.

Work with experienced colleagues and other teams to tackle complex issues, and actively share your knowledge to further strengthen the expertise within Customer Support

Think proactively alongside customers, identify opportunities for improvement, and provide professional advice when you see ways to optimize processes or solutions

What are you bringing?

At least 5 years of relevant experience in ERP support, application support, second-line support, or a similar customer-focused IT environment

Hands-on experience with Microsoft Dynamics 365 Business Central and sufficient knowledge of Business Central processes to investigate complex incidents in depth. This specific BC knowledge is important for the current search

Extensive experience with incident analysis, troubleshooting, root cause analysis, and problem-solving within an ERP or business application environment

Experience with ticketing and time-tracking systems, and a structured approach to logging, prioritizing, and following up on cases

An analytical mindset that allows you to break down complex problems, make connections, and not stop at the first possible explanation

Strong communication skills and experience with direct customer contact, including when dealing with critical questions or challenging situations

You communicate fluently in Dutch and English and have sufficient knowledge of French to assist customers professionally. The original job description explicitly mentions Dutch, French, and English.

You take the initiative and accept responsibility, set priorities on your own, and know when collaboration or additional expertise is needed

What do you get from us?

A competitive gross salary supplemented by an individual bonus, based on your experience and impact

A mobility solution tailored to your role—from a company car with a fuel card to a personal housing allowance.

Meal vouchers worth €9.14 per day worked and the occasional tasty treat

Hospitalization and outpatient insurance supplemented by retirement savings through Alistar

Flexible and hybrid work, with the option to work from home when your role allows it

A benefits package through the Alistar Flex Plan that lets you use your year-end bonus for benefits such as bike leasing, IT equipment, a smartphone, or retirement savings. There’s always a solution that’s right for you.

Benefits at Work, with access to employee benefits and offers

Challenging projects and plenty of opportunities to continue developing yourself alongside experienced colleagues

We celebrate our successes together, big or small, because we make progress together

Alistar's Story

Progress is in our DNA. What began in 1999 as a small IT company has grown into a dynamic international organization with one ambitious goal: to help companies work smarter by connecting people, data, and technology. Over the years, we’ve grown, new companies have joined us, and technology has evolved at breakneck speed. But one thing has always remained the same: our DNA.

We’re curious doers. Challengers. Dreamers who actually make things happen. For us, technology isn’t just a buzzword—it’s a catalyst for progress for our clients, within our teams, and in our own operations. We think tech, but we speak human.

Today, as one Alistar, we continue to build toward our ambition: to become a leading, customer-driven IT solutions advisor in Western Europe. We’re doing this by pooling talent and expertise within our Business Units, investing heavily in knowledge, AI, and innovation, and structuring our organization so that small teams can achieve great results.

We’re a full-service technology partner in the making—let’s take a moment to catch our breath—that’s ready to shake up our industry. How? By keeping ourselves curious. By staying curious, coming up with creative solutions, and, above all, never stopping asking questions—like: “What if I want to know more about this job opening?” Well, then we’ll tell you everything you want to know.