Application Support Engineer - Microsoft Dynamics

BrickRed Systems LLC; Washington; On-site; USD 65,000 - 90,000; Full time

Job summary

BrickRed Systems is seeking a customer-focused L1/L2 Application Support Engineer for Microsoft Dynamics 365 Business Central and/or Dynamics NAV. You will provide first-line support, troubleshoot functional issues, and guide customers through day-to-day operations in production environments.

The role requires strong knowledge of ERP processes across Finance, Purchasing, Inventory, Sales, and Service, with ability to escalate complex issues to L2/L3 and to document solutions for the knowledge

Qualifications

• Hands-on experience with Microsoft Dynamics 365 Business Central and/or Microsoft Dynamics NAV.
• Experience providing application support in a customer-facing or production environment.
• Ability to diagnose functional issues, errors, and configuration problems.
• Familiarity with incident management, ticket tracking, SLA adherence, and escalation.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.

Responsibilities

• Provide first-line support for Dynamics BC/NAV and address customer queries and errors.
• Diagnose issues, reproduce errors, and propose solutions.
• Assist users with day-to-day business processes across finance, procurement, inventory, sales, and service.
• Log, categorize, prioritize, and resolve tickets per SLAs.
• Gather information and escalate complex issues to L2/L3 teams with steps.
• Communicate progress and resolutions to customers professionally.
• Assist with basic configuration, user access, workflows, and setups.
• Troubleshoot reporting issues, including RDLC and financial reports; escalate if needed.
• Perform initial checks on BC/NAV integrations and data sync issues.
• Investigate slow performance and recurring errors, collecting diagnostics.
• Maintain incident records and knowledge articles; contribute to knowledge base.
• Identify recurring incidents and suggest process improvements.

Skills

Dynamics 365 BC

Dynamics NAV

Application support

Incident management

Analytical skills

Communication skills

Job description

We are seeking a customer-focused L1/L2 Application Support Engineer - Microsoft Dynamics with hands-on knowledge of Microsoft Dynamics 365 Business Central (BC) and/or Dynamics NAV. The ideal candidate will provide first-level application support, troubleshoot functional issues, assist customers with day-to-day operations, and upscale complex technical problems to L2/L3 support teams when required.

The role requires a strong understanding of core ERP business processes across Finance, Purchasing, Inventory, Sales, and Service, along with the ability to investigate application errors, document issues, and support users in production environments. Familiarity with Business Central/NAV on-premises environments, integrations, reporting, and Microsoft technologies is an advantage.

Key Responsibilities

• L1 Application Support: Provide first-line support for Microsoft Dynamics 365 Business Central and/or Dynamics NAV, addressing customer queries, application errors, and functional issues.
• Issue Diagnosis: Investigate reported problems, reproduce errors, identify potential causes, and provide solutions for common application and configuration issues.
• Functional Support: Assist users with day-to-day business processes across Finance, Cash Management, Financial Reporting, Purchasing, Inventory, Sales, Service, and Jobs & Resources.
• Incident Management: Log, categorize, prioritize, track, and resolve support tickets in accordance with established SLAs and support procedures.
• Troubleshooting and Escalation: Gather relevant information, error messages, screenshots, logs, and troubleshooting steps before escalating complex issues to L2/L3 teams.
• Customer Communication: Keep customers informed about ticket progress, workarounds, resolutions, and next steps in a professional and timely manner.
• Application Configuration: Assist with basic application setup, user access, workflows, and configuration-related issues within approved support procedures.
• Reporting Support: Troubleshoot basic reporting issues, including RDLC reports and financial reporting, and elevate complex report development requirements when necessary.
• Integration Support: Perform initial checks on BC/NAV integrations and connected systems, including identifying data synchronization failures and interface errors.
• Performance Monitoring: Conduct initial investigations into slow application performance and recurring errors, collecting relevant diagnostic information for further analysis.
• Knowledge Management: Maintain accurate incident records, troubleshooting documentation, FAQs, and knowledge base articles to improve support efficiency.
• Continuous Improvement: Identify recurring incidents and recommend improvements to support procedures and customer experience.

Required Qualifications

• Hands-on experience with Microsoft Dynamics 365 Business Central and/or Microsoft Dynamics NAV.
• Experience providing application support or troubleshooting in a customer-facing or production environment.
• Ability to diagnose common functional issues, application errors, and configuration-related problems.
• Familiarity with incident management, ticket tracking, SLA adherence, and escalation processes.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to explain technical issues clearly to business users and customers.

BrickRed Systems is a global leader in next-generation technology consulting and workforce solutions, specializing in delivering high-quality talent across digital, engineering, marketing, analytics, finance, operations, and business transformation domains. With a strong emphasis on innovation, scalability, and client success, BrickRed Systems helps organizations solve complex business challenges by providing skilled professionals across strategy, technology, creative, and operational functions. BrickRed fosters a culture of continuous learning, collaboration, and excellence, enabling professionals to contribute to high-impact global initiatives while advancing their careers.