1st Line Business Central Support Engineer (D365)

D365 Business Central Service Lead
Tunbridge Wells & Client Site | Unlimited Holiday | Keep customers productive, secure, and moving forward by turning IT change into business value.
 
Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
 
With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.
 
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
 
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
 
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
 
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
 
Role Overview:
The Managed Service Team Lead exists to ensure our Dynamics 365 Business Central customers receive a responsive, reliable service that protects their operations and builds confidence in Infinity.
You’ll lead the day-to-day performance of the BC Managed Services team, take ownership when complex issues or escalations arise and help the team solve more problems without immediately relying on Professional Services.
This is a hands-on leadership role combining customer judgement, Business Central expertise and commercial awareness. Your focus will be on improving resolution quality, developing the team and ensuring customers see clear value from their managed service.

What success looks like:

Customer support and triage
• You improve the efficiency and consistency of our Business Central managed service. Strong firstline
resolution and effective escalation reduce avoidable specialist effort, support service
performance and help us build lasting customer relationships.

First-line resolution
• Investigate and resolve familiar functional and user issues across Business Central. Apply practical
troubleshooting rather than simply passing tickets on.

Effective escalation
• Escalate issues to second or third line when specialist input is required. Provide clear evidence,
investigation notes and customer context so the next team can act quickly.

Ticket Ownership
• Log, categorise and prioritise incidents and service requests accurately. Monitor progress, follow up
on open cases and help prevent tickets from becoming stuck.

Customer communication
• Keep customers informed throughout the support lifecycle. Set clear expectations, explain progress
in straightforward language and maintain confidence even when the resolution is not immediate.

Service improvement
• Document useful resolutions, contribute to the internal knowledge base and share recurring themes
with the wider team. Support the onboarding of new customers and help improve how the managed
service operates.

The kind of problems you’ll solve:

- A user cannot complete an important process in Business Central and needs help identifying the
cause.

- A customer raises an unclear or incomplete request that must be understood before work can begin.

- Multiple incidents arrive at once and need to be prioritised by business impact.

- An issue cannot be resolved at first line and needs to reach the right specialist without losing time or
context.

- A customer is waiting for progress and needs a clear, honest update.

- The same type of issue keeps appearing and could be prevented through better documentation or
guidance.

- A new managed-services customer needs a smooth introduction to the support process.

- A ticket risks stalling between teams and requires ownership to keep it moving.

What sets you apart:

- You take ownership of a problem rather than simply processing a ticket.

- You are curious and methodical when the cause of an issue is not immediately clear.

- You communicate calmly and clearly, particularly when a customer is under pressure.

- You understand when to continue investigating and when to bring in specialist support.

- You can balance speed with accuracy and prioritise according to customer and business impact.

- You look for patterns and use what you learn to make future support faster and more consistent.

- You work well across teams and make it easier for others to pick up and progress an issue.

- You bring practical experience of supporting Business Central, ideally within a managed-services or
MSP environment.

Your impact:

On the business
• You create a more capable and scalable Business Central managed service, reducing avoidable
escalations, protecting delivery capacity and identifying commercial opportunities or scope risks
earlier.

On customers
• You reduce disruption and make it easier for customers to get the help they need. Your
communication and ownership give them confidence that their issue is understood and being
progressed properly.

On team performance
• You give consultants and senior support colleagues better-quality information, helping them resolve
complex issues faster. Your documentation and insight also strengthen the team’s knowledge and
reduce repeated investigation.

What it's like here:

- Ambitious, but not political

- High standards, but pragmatic

- People who care about doing things properly — not just hitting numbers

You’ll get:

- Real ownership of how sales evolves

- Freedom to change things that don’t work

- A team open to being challenged and developed

- Direct access to leadership and influence over direction