This role is responsible for delivering customer-focused, high-quality support across the suite of IT services while leading the ongoing development, integration, and optimisation of core business applications and data capabilities.
The position provides Level 1 and Level 2 technical support, manages a defined portfolio of critical systems, and ensures platforms such as Business Central, CRM, SCADA, and Power BI remain reliable, secure, and aligned with organisational objectives.
The role contributes to service management maturity, champions continual improvement, and drives opportunities for automation and innovation to enhance operational efficiency.
Working closely with internal and external stakeholders, the position supports project delivery, maintains accurate service and lifecycle records, and upholds best practice across security, documentation, and process compliance.
This role is ideal for someone who can combine strong functional expertise with technical know-how to design, deliver, and support end-to-end Business Central solutions.
The successful candidate will act as a trusted advisor to clients, leading implementations, guiding solution architecture, and bridging the gap between functional requirements and technical delivery.
Responsibilities
- Technical Support
- Deliver Level 1 Service Desk support: Act as secondary point of contact, assist with Level 1 support with triaging tickets, and responding promptly when required
- Adhere to processes: Follow established processes, including work intake and prioritisation, incident and request management, knowledge management, problem management, change management, and ticket management practices
- Meet SLA targets: Ensure tickets are responded to and resolved within the relevant Service Level Agreements (SLAs) or agreed time frames
- Promote cross-skilling and knowledge sharing: Participate in team cross-skilling and knowledge-sharing activities to enhance overall team capabilities
- Train end-users: Provide training to end users where relevant to promote technology adoption and improve user experience
- Ownership for a Portfolio of Assigned IT Services
- Own IT services: Lead, plan, and enhance a highly available and resilient portfolio of critical application services, including Business Central ERP, SCADA, CRM, Power BI and other applications supporting the business value chain
- Provide Level 2 technical support: Offer expert Level 2 technical support for assigned IT services, participate in on-call roster duties and provide after-hours support as agreed
- Maintain lifecycle information: Keep hardware and software lifecycle information up to date to ensure services are under vendor support and upgraded to the N-1 version where applicable
- Optimise service utilisation: Identify opportunities to aggregate the management of individual systems to deliver integrated digital capability and optimise service utilisation, ensuring alignment with IT and business strategy
- Project delivery: Manage projects following the Project Management Framework and complete tasks within deadlines to deliver new capabilities to the business
- Maintain CMDB and service dependency registers: Ensure high information accuracy
- Assist with cyber security practices: Contribute to and follow security strategy and policies, ensuring best practices for assigned services
- Monitor and ensure information security and compliance within the company
- Partner with key stakeholders to promote existing technology capabilities for continued business process improvements
- Build stakeholder relationships: Foster ongoing positive relationships across IT, the business, and external providers
- Follow documented guidelines: Ensure activities align with guidelines, standards, and work practices
- Conduct audit activities according to agreed scope, frequency, and timelines
- Assist with IT budget and planning to ensure resources align to business priorities
- Software Development and Integration
- Develop standards and practices: Work with your manager to develop suitable standards, practices, and procedures for software and integration management
- Optimise technology architecture: Ensure development and integration align with conceptual design, architectural principles, methodologies, technology standards, and policies (security, scalability, DR, coding, etc.)
- Resource model and planning: Ensure long-term resourcing is planned and able to meet variable demand
- Service Management
- Contribute to Service Management maturity: Enhance service management processes
- Standardise ticket management: Support consistent ticket management across internal teams and contractors
- Improve ticket management: Identify improvements in practices that fall short of service excellence
- Continual Service Improvements
- Enhance service provision: Evaluate and standardise services, procedures, and documentation
- Drive automation and innovation: Identify opportunities for automation and AI-driven improvements
- Collaborate on continuous improvement: Support execution of the IT continuous improvement plan
- Collaboration and Culture
- Collaborate effectively on team goals through input into decision-making and problem-solving
- Promote cross-skilling and knowledge sharing
- Perform against company values and demonstrate behaviours that foster a culture of service excellence
- Essential
- Bachelor degree in IT, Computer Science, Business or related field, or equivalent experience
- Strong technical knowledge across the Microsoft stack including Dynamics 365 Business Central, CRM, Power Apps and Power Automate
- Three or more years of experience delivering and supporting Dynamics 365 Business Central or NAV within a manufacturing environment
- Techno-functional capability across Finance, Sales, Purchasing, Inventory, and Manufacturing
- Ability to translate business requirements into technical solutions with experience in AL, CAL, extensions, integrations, customisations, and GitHub version control
- Strong analytical and conceptual thinking with ability to solve technical and business problems
- Effective communication and presentation skills and ability to build constructive relationships
- Strong self-management skills, workload prioritisation and reliable delivery
- Experience applying technology and industry trends to business improvement
- Sound knowledge of ITIL processes and experience providing IT support aligned to industry standards
- Desirable
- Knowledge of AI and automation for digital transformation initiatives
- Experience working with outsourced IT service providers
- Microsoft Dynamics 365 certifications and experience with Power Platform and Dynamics CRM
- Soft Skills
- Awesome communication and customer service skills (verbal and written)
- Client-facing with proven experience as a technical escalation point within an MSP
- Strong problem-solving skills, ability to think outside the box, and strong attention to detail
- Inquisitive, fast learner, independent performer
- Ability to multitask and manage time effectively in a fast-paced environment
- Ability to work autonomously and switch between project and BAU tasks
- Someone who strives to get things complete
- Self-starter with ability to work both autonomously and collaboratively
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