D365 Business Central 1st Line Engineer

Remote | Unlimited Holiday | Lead the team that keeps Business Central customers moving

What success looks like:

Customer support and triage
• You improve the efficiency and consistency of our Business Central managed service. Strong firstline
resolution and effective escalation reduce avoidable specialist effort, support service
performance and help us build lasting customer relationships.
First-line resolution
• Investigate and resolve familiar functional and user issues across Business Central. Apply practical
troubleshooting rather than simply passing tickets on.
Effective escalation
• Escalate issues to second or third line when specialist input is required. Provide clear evidence,
investigation notes and customer context so the next team can act quickly.
Ticket Ownership
• Log, categorise and prioritise incidents and service requests accurately. Monitor progress, follow up
on open cases and help prevent tickets from becoming stuck.

Customer communication
• Keep customers informed throughout the support lifecycle. Set clear expectations, explain progress
in straightforward language and maintain confidence even when the resolution is not immediate.

Service improvement
• Document useful resolutions, contribute to the internal knowledge base and share recurring themes
with the wider team. Support the onboarding of new customers and help improve how the managed
service operates.

The kind of problems you’ll solve:

• A user cannot complete an important process in Business Central and needs help identifying the
  cause.
• A customer raises an unclear or incomplete request that must be understood before work can begin.
• Multiple incidents arrive at once and need to be prioritised by business impact.
• An issue cannot be resolved at first line and needs to reach the right specialist without losing time or
  context.
• A customer is waiting for progress and needs a clear, honest update.
• The same type of issue keeps appearing and could be prevented through better documentation or
  guidance.
• A new managed-services customer needs a smooth introduction to the support process.
• A ticket risks stalling between teams and requires ownership to keep it moving.

What sets you apart:

• You take ownership of a problem rather than simply processing a ticket.
• You are curious and methodical when the cause of an issue is not immediately clear.
• You communicate calmly and clearly, particularly when a customer is under pressure.
• You understand when to continue investigating and when to bring in specialist support.
• You can balance speed with accuracy and prioritise according to customer and business impact.
• You look for patterns and use what you learn to make future support faster and more consistent.
• You work well across teams and make it easier for others to pick up and progress an issue.
• You bring practical experience of supporting Business Central, ideally within a managed-services or
  MSP environment.

Your impact:

On the business
• You create a more capable and scalable Business Central managed service, reducing avoidable
escalations, protecting delivery capacity and identifying commercial opportunities or scope risks
earlier.

On customers
• You reduce disruption and make it easier for customers to get the help they need. Your
communication and ownership give them confidence that their issue is understood and being
progressed properly.

On team performance
• You give consultants and senior support colleagues better-quality information, helping them resolve
complex issues faster. Your documentation and insight also strengthen the team’s knowledge and
reduce repeated investigation.

What it's like here:

Ambitious, but not political
High standards, but pragmatic
People who care about doing things properly — not just hitting numbers
You’ll get:
Real ownership of how sales evolves
Freedom to change things that don’t work
A team open to being challenged and developed
Direct access to leadership and influence over direction