1st Line Business Central Support Analyst

1st Line Business Central Support Analyst (D365) – Remote with unlimited paid holiday

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 170 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Finalist for 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:

Infinity Group is looking for a proactive and customer-centric 1st Line Support Analyst to join our Business Central Managed Services team. This role is essential in ensuring our clients receive timely and effective support for their Microsoft Dynamics 365 Business Central environments. You will be the first point of contact for support queries, providing triage, resolution, and escalation where necessary.

• Strong customer service skills with a professional and empathetic approach.
• Experience supporting Microsoft Dynamics 365 Business Central.
• Excellent communication skills, both written and verbal.
• Ability to troubleshoot and resolve issues independently.
• Familiarity with ticketing systems and Microsoft 365 tools.
• Experience working in a managed services or MSP environment.
• Understanding of finance, supply chain, or operations modules within Business Central.
• ITIL Foundation certification or knowledge of ITIL processes.
• Exposure to Power Platform (Power Automate, Power BI).
• Passionate about delivering outstanding customer experiences.
• Calm under pressure and able to manage multiple priorities.
• Detail-oriented with strong organisational skills.
• A team player who thrives in a collaborative environment.

• Provide first-line support for Microsoft Dynamics 365 Business Central issues and queries.
• Log, categorise, and prioritise incidents and service requests using our ticketing system.
• Perform initial diagnosis and resolve or escalate issues to 2nd/3rd line support.
• Maintain clear and professional communication with clients throughout the support lifecycle.
• Document resolutions and contribute to internal knowledge base articles.
• Collaborate with internal teams to ensure seamless support delivery.
• Monitor and follow up on open tickets to ensure timely resolution.
• Support onboarding of new clients into the managed service.

• The opportunity to work for one of the leading Microsoft Cloud Solution Partners in the UK.
• Work in a great culture, highly ambitious, collaborative, humble and we pride ourselves in making others look cool be it our colleagues or clients.
• Benefits include Unlimited Annual Leave, Private Healthcare, Life Assurance, Company Shares, Electric Car Scheme and Flexible Working.
• A newly renovated office with a break-out area, decent coffee, and a pool table.
• Weekly company events (Think Bigger Friday with Drinks) and quarterly social events with your teams and company-wide affairs including our very own 'Illuminate' Annual Awards Gala, Christmas Party, and summer fun. These are not obligatory but there are very few of us who don't want to be part of the fun and we include your partners too.

• Apply with your current resume or link to your LinkedIn profile directly on our careers page –
• Have a quick call with Dom or Keiran (our internal recruiters), to go over the position in more detail and answer any questions you have.
• 1st stage interview, usually via Teams. 
• 2nd / final stage ideally in person as we like to meet everyone in person and show you around our amazing office.