A leading MS partner is seeking a Infrastructure Support Analyst to support their on-premise infrastructure and Dynamics 365 applications. This role is split between 60% supporting D365 applications and 40% supporting on-site infrastructure.
The role is working fully in office with some potential flexability.
Responsibilities:
Application Support (approx. 60%)
* Provide 1st and 2nd line support for Microsoft Dynamics 365 applications (internal and external users).
* Diagnose and resolve technical issues related to Dynamics 365 CRM.
* Escalate complex cases, ensuring accurate and complete documentation is maintained.
* Conduct remote troubleshooting sessions and collaborate with colleagues to reach timely resolutions.
* Log, track, prioritise and manage support tickets in line with SLAs using our ticketing system.
* Ensure customers are kept informed throughout the lifecycle of their tickets and receive clear, professional communication.
* Identify recurring issues and contribute to process improvements and knowledge base documentation.
* Contribute to team meetings and share insight on client support trends or platform improvements.
Infrastructure Support (approx. 40%)
* Maintain and support internal IT infrastructure including networks, laptops, desktops, printers, and display equipment.
* Prepare and provision IT equipment for new starters, including imaging to company specifications and ensuring all ancillary equipment is supplied.
* Support the onboarding of new users and participate in configuration/setup activities.
* Maintain the asset register and manage the hardware lifecycle including secure decommissioning of equipment.
* Manage the equipment store: tracking inventory, performing audits, and organising compliant disposal of outdated technology.
* Perform routine patching, updates, and IT housekeeping to keep systems in optimal condition.
* Support implementation and ongoing compliance with security and management standards, currently Cyber Essentials and Cyber Essentials Plus.
Knowledge & Experience:
* Experience in a support or technical analyst role.
* Experience supporting Microsoft Dynamics 365 applications.
* Exposure to working in a reseller, consultancy, or managed services environment.
* Strong understanding of IT support processes, including triage and escalation workflows.
* Familiarity with ticketing systems, incident management, and service-level driven environments.
* Familiarity with ITIL or other service management frameworks
Technical Skills:
* Working knowledge of Microsoft Dynamics 365 CRM.
* Strong troubleshooting skills across desktop and infrastructure environments.
* Microsoft Office 365 administration.
* Active Directory and Exchange Online.
* Windows 10/11 operating systems; familiarity with macOS is a plus.
* Networking fundamentals (DNS, DHCP, VPN).
* Asset lifecycle management including secure disposal.
* Experience with cloud services, remote support tools, and cybersecurity principles.
* Microsoft Certified Professional or willingness to achieve MCP qualifications through self-study