D365 Business Central Application Support Contractor
Contract | Remote (UK-based preferred) Company Overview Infinity Group are an innovative Microsoft Cloud Solution Partner based in the UK, providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 consultancy services. With over 170 professionals operating from offices in Tunbridge Wells and London, we help organisations work more securely and productively using Dynamics 365, Microsoft 365, and Azure.
Role Overview We are looking for an experienced Dynamics 365 Business Central Application Support Contractor to join our Business Applications Service Desk, providing end-to-end application support across multiple customers. This role requires someone comfortable handling both initial triage and more complex Business Central issues, owning incidents through to resolution while maintaining a high standard of customer communication and documentation.
Key Responsibilities
Act as a primary point of contact for Dynamics 365 Business Central support incidents.
Log, triage, prioritise, and manage support tickets through the case management system.
Provide clear, professional communication to customers throughout the full incident lifecycle.
Diagnose, troubleshoot, and resolve functional and application-level Business Central issues.
Investigate and resolve more complex issues, identifying root causes and appropriate fixes.
Ensure all tickets are responded to and progressed in line with agreed SLAs and priorities.
Escalate issues to consultants, developers, or Microsoft where appropriate, following agreed escalation procedures.
Ensure all support work is accurately documented, including issue details, resolutions, and workarounds.
Maintain and contribute to client and internal documentation.
Ensure support activity is correctly categorised as support or logged separately as a change request where applicable.
Proactively manage workload and multiple concurrent cases in a fast-paced environment.
Identify recurring issues and contribute to service improvement where possible.
Work collaboratively with internal teams to ensure efficient and consistent customer outcomes.
Skills & Experience Required
Proven experience supporting Dynamics 365 Business Central in a live support environment.
Strong functional understanding of Business Central (core finance and operational modules).
Experience working in a multi-customer or managed service environment.
Strong analytical and logical problem-solving skills.
Confident, professional customer communication skills (written and verbal).
Ability to work independently and manage workload effectively.
Strong attention to detail, particularly around documentation and case updates.
