Technical Support Consultant

4 weeks ago


Newcastle upon Tyne, United Kingdom Eque2 Full time

As a Technical Support Consultant, you will provide email and telephone technical Support to Eque2 customers on our market-leading Enterprise ERP Construction business solution EVision, based on Dynamics 365 Business Central. This is a varied and challenging role working within a team based in our Newburn (Newcastle) Office. Office working will be required Monday to Friday during probation and will change to hybrid working after this period.

Experience and Knowledge
  • Must have 2 years plus Microsoft Business Central support experience which is essential for this role. Or NAV/BC end-user experience with 2 years plus Technical Support experience also.
  • Knowledge of 3rd Party Business Central solutions Jet and Continia BC preferred.
  • 1st Line and 2nd Line Support experience essential.
  • An understanding of accounting fundamentals and principles, and business reporting requirements.
The Technical Support Consultant will:
  • Provide prompt and courteous assistance to customers via email, phone, or a ticketing system.
  • Diagnose and resolve software issues reported by customers by gathering relevant information, asking probing questions, and utilising troubleshooting techniques.
  • Log and track customer support requests in a ticketing system, ensuring accurate and up-to-date information is recorded.
  • Document and report software defects or inconsistencies to the appropriate development teams, providing detailed steps to reproduce the issues.
  • Identify and escalate complex or critical issues to higher-level support teams or developers, ensuring timely and effective resolution.
Required skills:
  • Excellent written and verbal communication skills.
  • A strong customer service ethic and understanding of customer needs.
  • Ability to communicate with customers at a variety of levels.
  • Ability to manage and prioritise personal workload and demonstrate a proactive approach.
  • Strong analytical skills with the ability to troubleshoot effectively.
  • A proven team player who builds strong relationships with team-mates and rapport with aligned teams.
Advantageous
  • Support experience of different versions of NAV / BC preferred.
  • Experience of Construction Industry an advantage (not essential)
  • Knowledge of using Powershell commands for management of Business Central configuration an advantage.
Location

Newcastle – initially, working from the office Monday to Friday during probation, hybrid working after this period.

Job Type

Full-time, Permanent

  • Additional leave purchases
  • Company pension
  • Cycle to work scheme
  • Electric Vehicle scheme
  • Enhanced maternity leave
  • Enhanced paternity leave
  • On-site parking
  • Healthshield plan
  • Sick pay
Education:
  • A-Level or equivalent (preferred)
Experience:
  • Microsoft Business Central experience or NAV/BC experience: 2 years
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