1st Line Business Central Support Engineer (D365)

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 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of 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 customers rely on Microsoft Dynamics 365 Business Central to run important parts of their day-to-day
operations. When something goes wrong or a user needs help, they need a fast, clear and dependable
response. As a D365 BC Support Analyst, you’ll be the first point of contact within our Business Central Managed
Services team. You’ll diagnose issues, resolve what you can at first contact and make sure more complex
problems reach the right specialist with the context needed to move quickly. The role exists to reduce disruption, improve the customer experience and help us deliver a responsive, commercially sustainable managed service.

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.

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.

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