Position - D365 2nd Line Support Engineer

Location - London (Fully Remote)

Salary - £40,000 - £45,000 + Benefits

We are partnered with a healthcare organisation who have a leading digital platform with a clear vision to radically transform the future of healthcare who are currently looking for two 2nd Line Support Engineers to join their team proving support across D365 and other core business platforms.

The Role

Responsible for monitoring the organisations core platforms and connected services to understand the health of the entire system, responding to events and alerts to ensure the maximum possible up-time is achieved.

Driving the "Shift-Left" strategy by coaching and mentoring IT Service Desk engineers to take on work and grow the next set of 2nd Line Support Engineers. Whilst at the same time, working closely with our Infrastructure Development group to support that strategy further and grow into the next Principal Engineer.

On a day to day basis you will be proactively ensuring that all clients/stakeholders receive exceptional customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service.

Key Accountabilities & Responsibilities

Handle incoming Dynamics 365 / DCA Core Platform queries
Handle incoming technical support incidents, requests and changes escalated and assigned by the IT Service Desk.
Being escalation point for the IT Service Desk and 1st Line Engineering.
Driving the "Shift-Left" strategy to the IT Service Desk, coaching and mentoring L1 Engineers to take ownership of tasks and grow them to be the next 2nd Line engineers.
Delivering IT Project work as necessary by supporting the Infrastructure Development group when BAU/Operations allow.
Working with Infrastructure Development group to develop efficiencies in IT operations and eliminating toil, learning, and growing as a team.
Watching the platform health dashboards, listening for alerts, then responding to and/or pre-empting events as they are detected and ensuring the appropriate tickets are raised in the ITSM.
Documenting tribal knowledge.
Be on-call for OOH support when assigned on the rota.
Provide excellent customer service.
Working unsupervised to maintain the on-going demands of services.

Experience & Attributes

Must have a well-rounded skillset in MS Dynamics 365 administration and troubleshooting.
Intermediate Dynamics CRM skills on any recent version.
Confident in requirement gathering and understanding what the user requires.
Must have a well-rounded skillset in MS Dynamics 365 administration and troubleshooting.
Intermediate Dynamics CRM skills on any recent version.
Confident in requirement gathering and understanding what the user requires.
Azure Active Directory management.
SharePoint administration and troubleshooting
Teams, including supporting compatible meeting room conferencing equipment
MS Dynamics basic administration and troubleshooting
Microsoft Windows Desktop on various laptop hardware, including peripherals issued to clients
TeamsViewer administration
MiCollab administration and troubleshooting
Apple MacBook administration and troubleshooting desirable, but not essential
ITIL v4 Foundation is desirable

This role is role is fully remote and comes with a generous salary up to £45,000 plus bonus & benefits.

For a confidential discussion - Apply now!