We are looking for a proactive and technically capable IT Support Engineer with solid Tier 2 support experience and a working understanding of Microsoft Dynamics 365. Ideally looking for someone with Microsoft Dynamics 365 CE and FO exposure who is eager to grow into backend support for M365, Genesys, Softphones, EDI, Power BI and Networking. Primarily someone who enjoys problem-solving, supporting end users, and ensuring business systems run smoothly. You will work closely with the Group Technical & Transformation Team in Australia, escalating complex issues while progressively developing your skills to handle more backend and systems‑level responsibilities over time. While the role is largely technical and project-focused, you will still contribute to reactive end‑user support when required. Key Responsibilities 2nd Line Technical Support Provide timely support for incidents escalating from 1st line, including software, hardware, user access, and configuration issues. Troubleshoot issues related to desktops, laptops, printers, mobile devices, and M365 applications. Act as the first line of defense for troubleshooting Microsoft Dynamics 365 queries. Assist users with navigation, functionality questions, and operational issues within D365. Maintain accurate records in the service management system. Escalate complex tickets to Tier 3 support or external partners where appropriate. Support the maintenance and monitoring of core IT systems. Deliver excellent customer service and clear communication to non-technical users. Skills & Experience Previous experience in a Tier 2 IT support or service desk role. Working knowledge of Microsoft Dynamics 365 (Finance & Operations, Sales, Customer Service, or general platform familiarity). Ability to diagnose and resolve common D365 user issues such as login problems, permissions, navigation questions, or basic process troubleshooting. Strong understanding of Windows environments, Microsoft 365 applications, and general IT fundamentals. Excellent communication skills and a customer-focused mindset. Problem-solving attitude with the ability to work independently and as part of a team. Desirable (Training Provided) Familiarity with Microsoft Power Platform (Power Automate, Power Apps). Experience supporting SaaS or cloud-based business systems. ITIL awareness or certification. Genesys Cloud platform support. Softphone configuration and voice systems. EDI systems and integration flows. Personal Attributes Curious, proactive, and eager to learn modern cloud and enterprise technologies. Calm under pressure with a customer-focused mindset. Able to work independently but collaborate effectively with remote teams. Strong attention to detail and documentation habits.