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HSO is a leading member of the Microsoft Dynamics Inner Circle, founded in 1987. We specialize in sectors such as Retail, Manufacturing, Professional Services, Financial Services, and Local Government. We have received several prestigious awards, including being voted in the UK’s top 10 Best Large Companies to Work For for the last three years and being named the D365 Finance Microsoft Partner of the Year, as well as a finalist for D365 Sales & Marketing.
HSO is the ideal workplace for those in the Microsoft Dynamics channel. People join and stay because we care about adding value to our customers, delivering on our promises, striving for self-improvement, fostering inclusivity, and having fun.
The core values that enable us to work well together also attract customers. We differentiate ourselves from other Microsoft Partners by caring about our people, customers, and quality of work. We support our team and clients in achieving shared, mutually agreed goals.
PURPOSE OF THE ROLE
You will play a vital role in D365 F&O or CE Support, responsible for providing prompt and professional 2nd Level Support to our customer base according to SLA and contractual requirements.
REPORTING LINE
You will report to a Support Team Lead as part of the Support Team.
JOB FUNCTION
* Manage support tickets effectively, minimizing disruption to clients.
* Respond to and resolve support issues within agreed timescales, establishing plans as needed.
* Provide regular updates to customers on support ticket status.
* Test own developments and fixes before delivering to customers.
Take responsibility for successful support delivery to your key accounts, building strong relationships and becoming a trusted advisor. Collaborate with the wider Managed Services team, participate in knowledge transfer, and contribute to internal knowledge bases and training programs.
REQUIREMENTS
* At least two years of experience with Dynamics AX or D365 Finance & Operations.
* Strong troubleshooting skills and a logical mindset.
* Specialist Microsoft Dynamics 365 competency is advantageous.
* Knowledge in Manufacturing/Production, Retail/Commerce, Finance/Projects, Supply Chain Management, Service Management, Asset Management, or Professional Services.
* Technical skills including SQL Server, performance analysis, SSRS reports, Logic Apps, Azure, BI Services.
* ITIL Certification preferred.
PERSONAL QUALITIES
* Excellent communication and customer interaction skills.
* Ability to work under pressure and meet targets.
* Willingness to learn and stay updated on industry functionalities within D365 F&O or D365 CE.
* Collaborative, supportive, and inclusive attitude.
Self-motivated individual.
LOCATION
Offices are based in Sale (Manchester), Reading, or Glasgow. The role is hybrid, mostly remote with monthly meetings in Manchester.
HOURS
Standard hours are 0900 to 1800 with an hour for lunch. Occasionally, you may need to work outside these hours or cover Service Desk hours (Monday to Friday, 08:00-18:00).
We offer a competitive salary, performance bonuses, and benefits including paid holidays, pension, life insurance, and flexible working options.
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