Offer summary

Qualifications:

Basic knowledge of Dynamics 365 applications and CRM systems., Strong communication and customer service skills., Ability to prioritize and multitask in a fast-paced environment., Willingness to learn and adapt to new tools and processes..

Key responsabilities:

Act as the first point of contact for Dynamics 365-related queries and incidents.

Log and prioritize incidents and service requests within the ticketing system.

Provide excellent customer service and ensure compliance with SLAs.

Maintain detailed records of customer interactions and contribute to internal knowledge bases.

Job description

Dynamics CRM Support Engineer – Remote with unlimited paid holiday!

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

The Junior Dynamics Business Applications Support Engineer provides front-line support for Dynamics 365 applications, assisting end users with technical issues and queries. This role serves as an initial point of contact for diagnosing and resolving basic issues, ensuring a high level of customer service and efficient issue resolution.

What skills and working characteristics should this person have?

Technical Skills:

Basic knowledge of Dynamics 365 applications.

Understanding of CRM systems and related technologies.

Experience with remote support tools and service desk software is a plus.

Soft Skills:

Strong communication skills (both written and verbal).

Excellent customer service skills, with a focus on user experience.

Ability to prioritize and multitask in a fast-paced environment.

Strong problem-solving skills with attention to detail.

Teamwork – Ability to work collaboratively within the support team and with other departments.

Adaptability – Willingness to learn and adapt to new tools, processes, and technology.

As a Support Engineer, you’ll be responsible for:

Support and Troubleshooting:

Customer Interaction: Act as the first point of contact for all Dynamics 365-related queries and incidents, via phone, email, or ticketing system.

Incident Management: Log and prioritize incidents and service requests within the ticketing system, ensuring timely updates and resolution.

Basic Troubleshooting: Diagnose and resolve basic technical issues related to Dynamics 365 applications, escalating more complex issues to senior engineers as needed.

Customer Service:

Customer Service: Provide excellent customer service, demonstrating empathy and effective communication skills.

SLA Compliance: Ensure all incidents and requests are handled within agreed Service Level Agreements (SLAs) and key performance indicators (KPIs).

Documentation and Knowledge Sharing:

Documentation: Maintain detailed records of customer interactions and resolutions, ensuring accurate documentation of troubleshooting steps.

Knowledge Sharing: Contribute to internal knowledge bases, creating articles to assist colleagues and end-users with common issues.

Proactive Support:

Proactive Monitoring: Assist with the monitoring of Dynamics 365 applications and alerts, taking action to resolve or escalate where required.

Guidance and Advice: Provide guidance and advice to users on best practices and basic IT processes.

Like the rest of the Infinity team, you'll benefit from:

The opportunity to work for one of the leading Microsoft Cloud Solution Partners in the UK.

Work in a great culture, highly ambitious, collaborative, humble and we pride ourselves in making others look cool be it our colleagues or clients.

Benefits include Unlimited Annual Leave, Private Healthcare, Life Assurance, Company Shares, Electric Car Scheme and Flexible Working.

A newly renovated office with a break-out area, decent coffee, and a pool table.

Weekly company events (Think Bigger Friday with Drinks) and quarterly social events with your teams and company-wide affairs including our very own ‘Illuminate’ Annual Awards Gala, Christmas Party, and summer fun. These are not obligatory but there are very few of us who don’t want to be part of the fun and we include your partners too.

What are the next steps?

Apply with your current resume or link to your LinkedIn profile directly on our careers page – https://www.infinitygroup.co.uk/careers/

Have a quick call with Dom or Keiran (our internal recruiters), to go over the position in more detail and answer any questions you have.

1st stage interview, usually via Teams.

2nd / final stage ideally in person as we like to meet everyone in person and show you around our amazing office.

Required profile