The Role

 Investigate and resolve incidents and problems related to the Dynamics Power Platform stack, technical issues related to D365 CE/F&O, Legacy CE On-Premise, AX2012, and Azure, including server errors.

 Investigate infrastructure issues related to customer Microsoft Dynamics solutions.

 Experience with high availability/disaster recovery technology for SQL.

 Manage SQL Server databases through multiple product lifecycle environments, from development to production systems.

 Identify and implement automation opportunities.

 Communicate and troubleshoot incidents and problems alongside third-party providers where required in a timely and professional manner through to resolution.

 Provide consultancy as required for customers, including the provision of advice and change where needed.

 Ensure support calls are logged and resolutions are documented on the support site.

 Take ownership of user problems and be proactive when dealing with issues, ensuring all updates are recorded in the case management system.

 Redirect or escalate support requests to the appropriate member of staff or Microsoft.

 Provide support to existing clients and internal users.

 Proactively provide information to users on the progress of outstanding support calls in a professional and timely manner.

 Develop effective relationships with the company’s customers, suppliers, partners, and internal stakeholders.

 Adhere to the Change Control policy.

 Be available to assist outside of UK working hours where required for high-priority incidents.

 May be required to provide support for the P1 “Out of Hours” process as part of an on-call support rota.

 Assist in determining, planning, and implementing necessary changes to the IT infrastructure as needed.

Typical Activities

Diagnostic

 Provide hardware and infrastructure sizing advice to customers and prospects.

 Understand and judge whether a support incident is a valid issue to investigate under the customer’s support contract.

Analysis

 Investigate and propose resolutions to customers’ infrastructure issues for their Microsoft Dynamics solutions.

 Understand and document customers’ support issues.

 Update the eBECS Support System with details of the support case.

 Ensure details of support cases are communicated with customers.

 Provide estimates to complete chargeable work relating to support incidents.

 Provide estimates to install software for a customer.

Design

 Provide documentation and hardware designs to prospects and customers.

 Document solutions to customers' technical and infrastructure issues.

 Design and assist in implementing and installing software for prospects and customers.

Development

 Assist with the preparation of documentation.

 Provide solutions to customers’ support issues.

 Conduct systems testing and simulate load tests where required.

Deployment

 Build and configure new server and application environments both on-premise and on cloud-based solutions.

 Assist in deploying technical and infrastructure solutions to customers.

 Utilize the eBECS Support System to provide timely responses to cases within SLAs.

 Ensure communication is timely and accurate with customers.

Operation

 Ad-hoc support reacting to any system failures or security issues.

 Deliver resolutions to support issues.

 Accurate and timely updating of the eBECS Support System.

 Accurate recording of time spent on support cases and chargeable work.

Key Deliverables

 Support customers in a timely and proactive manner.

 Support of managed IT systems and networks.

 Personal development by increasing knowledge of systems and Azure services.

Soft Skills

 Team-oriented; willing to align work with the team’s priorities and goals.

 Strong Time Management Skills And Multitasking Abilities.

 Able to influence, negotiate, and build consensus.

 Strong written and verbal communication skills, with excellent telephone manner.

 Proven ability to problem-solve and pick up new concepts and technologies.

 Business and requirements analysis.

 Excellent customer-facing and customer management skills.

 Effective listening skills with a high level of attention to detail, with the ability to adjust a solution based on the situation.

 Candidate must be able to multitask and manage several incidents at any one time.

Required Functional/Technical Skills

 A minimum of three years’ experience working with Microsoft Power Platform, Azure, LCS.

 Good understanding of Dynamics AX 2009, AX 2012 installation configuration, and troubleshooting.

 Good understanding of CRM2015 & above on-premise installation configuration and troubleshooting, Deployment Manager/Internet Facing Deployment Setup.

 Knowledge of Data Integration, Azure SQL, Azure Administration, Azure functions, logic apps, Application registration – setup, Azure Entra ID. Azure SQL Server.

 Good understanding of SQL Server, supporting versions 2012 onwards. Installation/configuration of SQL Server components. Performance troubleshooting/analysis. Index maintenance, execution plan analysis. Database maintenance & SQL Server instance maintenance, High Availability, AlwaysOn/Clustering, SSRS, On-Premises SQL & Reporting and analysis services.

 Proven knowledge of Microsoft systems, Windows Server. Microsoft domain infrastructure and technologies (Active Directory, DNS, DHCP, RDS, WDS, ADFS).

 Good working knowledge of networking TCP/IP, VLAN management.

 Dynamics AX Life cycle services experience.

 D365 CE & F&O

• Performance troubleshooting
• Power Platform Administration
• Environment refresh
• Space Utilization/Management
• SSL Certificate Management
• Dual Write
• Integrations
  
  

Other Desirable Skills

 Any Microsoft System Centre, SCCM, SCOM knowledge is an advantage.

 Office 365/Exchange 2010, 2013, M365 administration is an advantage.

 Any experience managing a customer subscription on Azure is an advantage.

 D365 CRM & F&O

• Security
• Solution management (Building/Exporting/Importing)
• Flows/workflows
• XRM toolbox
• CRM Integration with D365 F&O (Dual Write)
• Data Export to Data Lake
• Data Export to One Lake
• Microsoft Fabric
• Life Cycle Services (LCS)
• Data Export/Import Routines
• Data Export to Data Lake/ Data Warehousing
  
  

 Dynamics AX 2009/2012, Enterprise Portal Setup/configuration.

 Azure General, Monitoring, Provisioning Infrastructure in Azure (VM, Network, App Gateways, Storage, etc).

 Knowledge of SharePoint Administration.

 SolarWinds experience