About the role
As a senior Second Line Support Engineer Business Central, you are the point of contact when a support question requires more than a standard solution. With at least 5 years of relevant experience in ERP support, application support, or Microsoft Dynamics 365 Business Central, you analyse complex incidents, quickly identify the core of a problem and guide customers from initial analysis to sustainable solution.
You combine in-depth knowledge of Microsoft Dynamics 365 Business Central and ERP processes with strong troubleshooting and communication skills. You take ownership of your cases, set the right priorities and look beyond today's incident. This helps customers move forward and contributes to the expertise and continuity of the Customer Support team.
Responsibilities
- Analyse and resolve complex second-line support questions and incidents within Microsoft Dynamics 365 Business Central independently
- Take ownership of your cases, from intake and troubleshooting to solution, documentation and professional feedback to the customer
- Investigate the root cause of problems and look beyond temporary solutions to help prevent recurring incidents
- Assess and prioritize incoming tickets and monitor together with the team a qualitative and efficient follow-up
- Communicate clearly with customers about analysis, progress, expectations and solutions, even when a situation becomes complex or critical
- Rotate approximately one day per week as the first point of contact for telephone calls and translate customer questions into complete and correct support tickets. This rotation system is part of the current job content
- Work collaboratively with experienced colleagues and other teams on complex issues and actively share your knowledge to strengthen expertise within Customer Support
- Think proactively with customers, recognize improvement opportunities and advise them professionally when you see possibilities to optimize processes or solutions
Requirements
- At least 5 years of relevant experience in ERP support, application support, second-line support or a comparable customer-oriented IT environment
- Concrete experience with Microsoft Dynamics 365 Business Central and sufficient knowledge of Business Central processes to investigate complex incidents substantively. This specific BC knowledge is important for the current search
- Strong experience with incident analysis, troubleshooting, root cause analysis and problem solving within an ERP or business application environment
- Experience with ticketing and time tracking systems and a structured approach to recording, prioritizing and following up cases
- An analytical mindset with which you break down complex problems, make connections and do not stop at the first possible explanation
- Strong communication skills and experience with direct customer contact, also on critical questions or challenging situations
- You communicate fluently in Dutch and English and have sufficient French to help customers professionally. The original intake explicitly mentions Dutch, French and English
- You take initiative and responsibility, set priorities independently and know when collaboration or additional expertise is needed
What we offer
- A competitive gross salary supplemented with an individual bonus, adjusted to your experience and impact
- A mobility solution that fits your role. From company car with charging card to personal budget for housing
- Meal vouchers of €9.14 per working day and occasionally something extra
- Hospitalization and outpatient insurance supplemented with pension savings via Alistar
- Flexible and hybrid working with the option to work from home when your role allows
- A benefits package via the Alistar flexplan with which you can spend your year-end bonus on benefits such as bike leasing, IT equipment, a smartphone or pension savings. Always a solution that suits you
- Benefits at work with access to employee discounts and offers
- Challenging projects and many opportunities to continue developing yourself together with experienced colleagues
- We celebrate successes together, big or small, because we make progress together
About Alistar
Alistar is a system integrator and technology consulting firm offering IT-consultancy, ERP solutions, cloud infrastructure, CRM, cybersecurity, data and analytics, e-commerce, and IT staffing services primarily for businesses seeking to modernize their IT environments and processes.
Interested in this role?
Apply now to join Alistar.