Remote D365 Business Central 1st Line Support Engineer

INFINITY GROUP; Tunbridge Wells, Greater London; Hybrid; GBP 32,000 - 54,000; Full time

Benefits offered by this job

Remote work

Unlimited holidays

Job summary

Infinity Group is a Microsoft Cloud Solution Partner providing IT support, digital transformation and Dynamics 365 consultancy in the UK. We seek a D365 Business Central 1st Line Engineer to join our remote team, guiding customers and triaging issues to keep Business Central running smoothly.

You will diagnose basic problems, perform first-line fixes and coordinate with specialists when needed, while contributing to service improvement and onboarding new customers in a fast-paced MSP environment.

Responsibilities

• Customer support and triage: improve efficiency and consistency of the Business Central managed service with strong first-line resolution and effective escalation.
• First-line resolution: investigate and resolve familiar functional and user issues across Business Central, with practical troubleshooting.
• Effective escalation: escalate to second/third line with clear evidence and context for rapid handover.
• Ticket ownership: log, categorize and prioritize incidents, monitor progress and prevent tickets from stalling.
• Customer communication: keep customers informed throughout the lifecycle with clear progress updates.
• Service improvement: document useful resolutions, contribute to the knowledge base and assist onboarding of new customers.

Job description

Infinity Group is a Microsoft Cloud Solution Partner providing IT support, digital transformation and Dynamics 365 consultancy in the UK. We seek a D365 Business Central 1st Line Engineer to join our remote team, guiding customers and triaging issues to keep Business Central running smoothly.

You will diagnose basic problems, perform first-line fixes and coordinate with specialists when needed, while contributing to service improvement and onboarding new customers in a fast-paced MSP environment.