Delivering Effective First‑ and Second‑Line Support
Resolve customer issues within agreed service levels, ensuring clear communication and minimal disruption to business operations.
Accurate Issue Diagnosis and Escalation
Identify the nature and impact of issues and escalate appropriately, ensuring relevant information is captured to support efficient resolution.
Maintaining Service Quality and Consistency
Follow defined processes and standards to ensure support delivery is reliable, repeatable, and aligned to team expectations.
Supporting User Adoption and System Use
Provide guidance to users on system functionality and processes, improving confidence and effective use of Dynamics solutions.
Contributing to Knowledge Sharing and Continuous Improvement
Document solutions, contribute to knowledge bases, and highlight recurring issues to support ongoing service improvement.

Exposure to ERP (Electronic Resource Planning) / CRM (Customer Relationship Management) systems in a supporting or consultancy capacity
Highly confident with providing support and training to users
Experience across a number of industries
A background in accounting or deep knowledge of financial processes
Understanding of basic business processes (e.g. finance, sales, operations)
Customer-facing support experience
Demonstrable understanding of the typical management reporting needs of a business
Comfortable with dealing with customers at all levels of seniority
Exposure to Dynamics system
PowerBI and the PowerPlatform product experience
Business Central product experience
Sharepoint experience
Third party add on products experience (ie Jet Reports)

Dynamics 365 Support Consultant

Key skills