2nd Line BC Support Analyst - Wolverhampton - Hybrid - £35-45k

2nd Line BC Support Analyst | Wolverhampton | Hybrid | £35-45k

Oscar Technology has partnered with one of the UK's leading Microsoft Dynamics 365 partners to recruit a 2nd Line Business Central Support Analyst to join their dynamic team.

The Role

As a 2nd Line Support Analyst, you'll use your expertise in Microsoft Dynamics 365 Business Central to troubleshoot, resolve and maintain complex customer issues. Acting as a vital link between first-line support, developers, and other departments, you'll deliver outstanding service and ensure customers can make the most of their Business Central systems.

Responsibilities

• Customer & Team Collaboration: Communicate effectively with customers, the support team, and other internal teams to resolve issues and share insights.
• SLA Management: Work on multiple support tickets simultaneously, ensuring all responses and resolutions align with the company's Service Level Agreements.
• Issue Resolution: Troubleshoot and resolve complex Business Central issues using available documentation, tools, and resources.
• Teamwork: Provide guidance and training to first-line support team members to help them develop their skills and enhance the overall service.
• Customer Satisfaction: Lead customer calls, manage expectations, and ensure issues are resolved to a high standard.
• Documentation: Document solutions, create reports, and maintain a thorough record of resolved issues for future reference.

Essential:

• Minimum 3-4 years of experience with Dynamics 365 Business Central (e.g., as a key user, project participant, or support professional).
• Comprehensive knowledge of Business Central and its modules, ideally specialising in Finance and/or Warehousing & Manufacturing.
• Basic understanding of SQL, AL, extensions, and debugging skills (training provided if required).
• Proven ability to diagnose, troubleshoot, and resolve complex technical issues.
• Confidence in testing and verifying solutions and providing detailed reports.
• Excellent communication skills to explain technical concepts to non-technical users.
• Ability to manage customer expectations and maintain high levels of satisfaction.
• A collaborative mindset to work effectively with first-line and third-line support teams

In Return:

• Hybrid working with at least 2 days a week from home.
• Generous holiday entitlement, with additional leave for excellent attendance.
• Private health insurance and life assurance (4x salary).
• Pension scheme with matched contributions up to 3%.
• Access to a 24/7 Employee Assistance Programme for expert advice and support.
• Opportunities for continuous professional development and career progression.

2nd Line BC Support Analyst | Wolverhampton | Hybrid | £35-45k

Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.

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