Dynamics 365 Support Consultant

Job title: Dynamics 365 Support Consultant Shift Pattern: 0800 - 1600 or 1000 - 1800 Location: Gateshead, UK (Hybrid) Synergi, part of DC Thomson media company, are currently recruiting for an experienced Dynamics 365 Support Consultant to join our growing team in Gateshead, UK. This is a great opportunity to join a Microsoft Partner providing businesses with the highest quality Microsoft Dynamics solutions and business support services to high profile and household brand name customers. The Dynamics 365 product stack includes applications such as Business Central, Sales and Service but also significant elements of the Power Platform. The Dynamics 365 Support Consultant takes a consultative approach to the support of existing customer solutions regarding their Dynamics product suite. This will be primarily remote and Teams based support direct to our clients. You will manage the first line service desk and provide first and second line support plus escalations to the project team. The successful candidate will also support the wider team working closely with other members of the business where required. Key Responsibilities Include: 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. Skills: IT Service Support - Carries out agreed operational procedures to support IT services, resolving routine issues and escalating where necessary. Application Support - Provides application support by investigating and resolving user queries and known issues using standard methods. Incident Management - Handles incidents following defined processes, ensuring appropriate logging, categorisation, and escalation. Stakeholder Relationship Management - Communicates effectively with customers and colleagues to support service delivery and maintain working relationships. Data Analytics - Uses basic data and reporting (e.g. ticket trends) to support understanding of support activity. Emerging Technology Monitoring - Maintains awareness of relevant platform features and updates but does not lead adoption. Experience: Essential 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 Desirable 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) Critical Behaviours for High Performance (Mapped to ‘Brightsolid Values’) Think Customer Listens carefully to understand customer issues and context before acting Communicates clearly and professionally, keeping customers informed and confident Focuses on resolving issues in a way that supports effective system use, not just quick fixes Get it Done Takes ownership of assigned tickets through to resolution or appropriate escalation Works efficiently within agreed processes to meet service levels and commitments Follows through on actions and ensures nothing is left incomplete or unclear Succeed Together Collaborates with team members to manage workload and resolve issues effectively Seeks help when needed and supports others by sharing knowledge and solutions Works constructively across support and delivery teams to maintain consistent service Keep Growing Actively builds knowledge of Dynamics 365, Power Platform, and business processes Learns from feedback, incidents, and repeat issues to improve future performance Shows curiosity in understanding how systems are used and where improvements may be possible To apply for this role, please follow our online application process and submit a CV and cover letter. Closing date for applications: 29th July at 12noon