Business Central 2nd Line Support Consultant

Business Central 2nd Line Support Consultant

£38,000 - £48,000 DOE
Hybrid (1 office day/week in the Midlands) or remote options for experienced candidates.

Our client is a well-established Microsoft Dynamics Partner and, due to continued growth, is looking to appoint an experienced Business Central 2nd Line Support Consultant to join their expanding support team.

This is an excellent opportunity for someone who enjoys troubleshooting complex Business Central issues, working closely with customers, and further developing their technical expertise within a collaborative and supportive environment.

Key Responsibilities

• Provide 2nd line support for Microsoft Dynamics 365 Business Central customers via phone, email, and support portal.
• Take ownership of complex technical support cases, efficiently investigating, analysing, and resolving issues.
• Escalate unresolved or highly technical issues to senior support or development teams where appropriate.
• Work closely with developers to coordinate code fixes, testing, and successful deployment.
• Manage support incidents in line with agreed Service Level Agreements (SLAs), balancing urgency, impact, and customer expectations.
• Maintain accurate and up-to-date documentation of support cases and resolutions.
• Contribute to the creation and maintenance of internal knowledge articles and best practice documentation.
• Deliver a consistently high standard of customer service while building and maintaining strong client relationships.

Experience

• Minimum of 3 years' experience working with Microsoft Dynamics 365 Business Central or Dynamics NAV in a support, consultancy, or key/super user role.
• Experience of supporting or implementing ERP systems.
• Strong understanding of finance processes and ERP finance modules is highly desirable.
• Previous experience managing customer support cases and handling technical escalations.

Skills

• Excellent troubleshooting and analytical skills.
• Strong customer service and communication skills, both written and verbal.
• Ability to prioritise workloads and manage multiple support tickets effectively.
• Comfortable working under pressure while consistently meeting SLA targets.
• Experience with integrations, APIs, extensions, third-party applications, or telemetry tools would be advantageous.
• A proactive, solution-focused approach with a commitment to continuous improvement.

What's on Offer

• Competitive salary dependent on experience.
• Hybrid working, with remote options available for highly experienced candidates.
• Access to the latest AI tools to enhance productivity.
• Generous annual leave, including additional leave linked to attendance.
• Private healthcare.
• Company pension with matched contributions.
• Death in Service benefit.
• Employee Assistance Programme offering 24/7 confidential support.
• Ongoing training, professional development, and clear career progression opportunities.
• A collaborative and supportive culture with regular social events and a strong focus on employee wellbeing.