Overview
About HSO. HSO Success and Ambition. HSO are a leading member of the Microsoft Dynamics Inner Circle, founded in 1987, and specialize in sectors such as Retail, Manufacturing, Professional Services, Financial Services and Local Government. We have won several awards including being voted in the UK's top 10 Best Large companies to work for for the last 3 years and named the D365 Finance Microsoft Partner of the Year Award with a finalist for D365 Sales & Marketing. HSO is the place to work for those in the Microsoft Dynamics channel. We care about adding value to our customers, delivering what we say we will, improving ourselves, being inclusive and having fun. Our core values mean our customers want to work with us, and we differentiate by Caring about our people, customers and quality of work, while supporting our people and customers to achieve shared goals.
Purpose of the role
You will play a vital role in D365 F&O or CE Support, taking responsibility for providing prompt and professional 2nd Level Support to the HSO Customer base according to SLA and Customer Contractual requirements.
Reporting line
As part of the Support Team, you will report to a Support Team Lead.
Job function
* Ensure all support tickets are effectively managed with minimum disruption to the client
* Support issues are responded to and resolved/plan established within agreed timescales
* Provide regular feedback to customers regarding the progress of support ticket status
* Test own allocated developments/fixes before delivering to customers
* Take responsibility for the successful Support Delivery to a number of your owned ‘key accounts'
* Build great relationships and become a Trusted Advisor to your owned customers
* Work as part of the wider Managed Services team
* Participate and engage in cross team knowledge transfer to ensure best use of staff resources and inter-departmental growth
* Contribute to HSO's knowledge base by documenting and participating in internal training and knowledge-sharing programs
Requirements
Essential
* Minimum of two years Dynamics AX or D365 Finance & Operations Experience
* Must have a logical mindset and the ability to troubleshoot complex issues
Desirable
* One or more specialist Microsoft Dynamics 365 competency would be a distinct advantage
* Manufacturing/Production knowledge
* Retail/Commerce
* Finance / Projects
* Supply Chain Management
* Service Management
* Asset Management
* Professional Services
* Technical knowledge including SQL Server, Performance investigation, SSRS reports, Logic Apps, Azure, BI Services
* ITIL Certification
Personal qualities
* Excellent communication and customer interaction skills
* Ability to work under pressure and meet agreed targets
* Learn and keep up to date with industry-specific functionalities within D365 F&O or D365 CE relevant to customer engagements
* Demonstrate a collaborative, supportive, and inclusive attitude on Support Projects
* Self-motivated
Location
Our offices are based in Sale (Manchester), Reading or Glasgow. This role is a Hybrid Working role working mostly remote and meeting once per month in our Manchester office.
Hours
Normal office hours are 0900 to 1800 (with one hour for lunch). There may also be occasions when you will be required to work at other times, including covering the Service Desk Standard hours of Monday to Friday 08:00-18:00.
Benefits
Salary: We offer a competitive, market-aligned salary that reflects the skills and experience of each candidate. The salary package will be discussed during the interview process and will be based on current market benchmarks, as well as the individual's qualifications and experience. Eligible employees have the opportunity to earn performance-based bonuses and participate in our benefits programs.
* Paid Holidays
* Pension
* Healthcare
* Dental
* Life Insurance
* Tonic Wellbeing
* HSO Perkz
* Flexible working when required and agreed
Note: This description contains the key responsibilities and qualifications for the role. It does not include every duty that may be assigned.
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