Support Technician

Core Dynamics 365 Support Responsibilities

• Provide first-line and second-line support for Dynamics 365, across standard D365 products as well as Bluelight specific products.
• Investigate and resolve functional issues such as form behaviour, business rules, workflows, plugins, security roles, and data inconsistencies.
• Support model-driven apps and Power Platform components, including Power Automate flows, and Dataverse integrations.
• Diagnose and escalate plugin, JavaScript, and API-related errors, capturing logs, correlation IDs, and telemetry to assist developers or senior engineers.
• Assist with configuration changes such as views, dashboards, forms, fields, business process flows, and solution deployments under controlled change processes.
• Monitor and maintain system performance, identifying slow queries, long-running operations, or capacity issues within Dataverse environments.

Security, Access & Environment Management

• Manage user access and security roles across Dynamics 365
• Support environment lifecycle tasks, including sandbox refreshes, backups, and data movement between environments.
• Assist with environment health checks, reviewing storage usage, API consumption, and integration health.

Technical Troubleshooting & Diagnostics

• Analyse platform errors using tools such as the Power Platform Admin Center, Plugin Trace Logs, Browser DevTools, and XRM Toolbox utilities.
• Troubleshoot integration issues involving Azure Functions, custom APIs, Power Automate, or third-party connectors.
• Identify root causes of failed workflows, flows, and plugins, documenting findings and recommending fixes or improvements.
• Support data-related tasks, including imports, exports, duplicate detection, and resolving data quality issues.

Incident, Request & Problem Management

• Log, triage, and resolve Dynamics 365 incidents using the Bluelight Support Desk, ensuring accurate categorisation and prioritisation.
• Document repeat issues and raise problem records, contributing to long-term stability and platform improvements.
• Prepare clear escalation notes, including reproduction steps, logs, screenshots, and environment details

Documentation & Knowledge Sharing

• Create and maintain knowledge base articles for common Dynamics 365 issues, processes, and troubleshooting steps.
• Document configuration changes, release notes, and environment updates to support transparency and auditability.
• Provide user training and guidance, helping teams adopt new features or understand system changes.
• Contribute to best-practice documentation, especially around solution management, error handling, and support workflows.

· Experience with Dynamics 365 configuration & customisation

· Ability to build and maintain strong relations with colleagues and customers

· Excellent analytical and problem-solving skills

· Can do attitude and teamwork skills

· Strong organisation and time keeping abilities

· Able to work under pressure

· Positive, attitude and energy

• Competitive salary dependant on experience
• Hybrid working
• Salary sacrifice electric car scheme
• Private healthcare
• Life assurance
• Cycle to Work scheme
• Profit Share Scheme
• Opportunity to work in a dynamic environment
• Career growth and development opportunities
• Social events
• Enhanced maternity leave
• Enhanced paternity leave