Desk Engineer - Microsoft Dynamics

Job Title:
Service Desk & Dynamics person

Location:
Swansea

We are working with an established organisation that is seeking an experienced Support Desk Engineer with strong Microsoft Dynamics experience to support and enhance their growing Dynamics environment.

This role goes beyond day-to-day ticket handling. You will play a key part in maturing the support model, improving monitoring and alerting, and upskilling internal trainee engineers as Dynamics usage continues to expand.

Responsibilities

• Providing 2nd/3rd line support for incidents and service requests relating to Microsoft Dynamics
• Work with internal teams to configure and fine-tune Dynamics and Pager Duty in line with best-practice support models
• Setting up and improving dashboards, alerts, and proactive monitoring aligned to ITSM tooling
• Supporting, mentoring, and upskilling trainee engineers in handling more complex Dynamics-related issues
• Triaging, diagnosing, investigating, and resolving incidents, ensuring appropriate escalation where required
• Reviewing existing Operational Support Manuals and providing recommendations for improvement
• Designing and delivering an ITIL-aligned Incident Management training programme tailored to the organisation's tools and operating model

Skills & Experience Required

• Proven experience supporting Microsoft Dynamics / Dynamics 365
• Strong background in Service Desk, Application Support, or Support Engineering roles
• Hands-on experience with incident management, triage, and escalation
• Working knowledge of ITIL / ITSM frameworks
• Experience with Pager Duty or similar alerting/monitoring tools (desirable)
• Comfortable mentoring and supporting junior or trainee engineers

Unfortunately, this company is unable to provide sponsorship.

Please apply or contact Altered Resourcing for more info.