Application Support Engineer - Microsoft Dynamics

We are seeking a customer-focused L1/L2 Application Support Engineer - Microsoft Dynamics with hands-on knowledge of Microsoft Dynamics 365 Business Central (BC) and/or Dynamics NAV. The ideal candidate will provide first-level application support, troubleshoot functional issues, assist customers with day-to-day operations, and escalate complex technical problems to L2/L3 support teams when required.

The role requires a strong understanding of core ERP business processes across Finance, Purchasing, Inventory, Sales, and Service, along with the ability to investigate application errors, document issues, and support users in production environments. Familiarity with Business Central/NAV on-premises environments, integrations, reporting, and Microsoft technologies is an advantage.

Key Responsibilities

• L1 Application Support: Provide first-line support for Microsoft Dynamics 365 Business Central and/or Dynamics NAV, addressing customer queries, application errors, and functional issues.
• Issue Diagnosis: Investigate reported problems, reproduce errors, identify potential causes, and provide solutions for common application and configuration issues.
• Functional Support: Assist users with day-to-day business processes across Finance, Cash Management, Financial Reporting, Purchasing, Inventory, Sales, Service, and Jobs & Resources.
• Incident Management: Log, categorize, prioritize, track, and resolve support tickets in accordance with established SLAs and support procedures.
• Troubleshooting and Escalation: Gather relevant information, error messages, screenshots, logs, and troubleshooting steps before escalating complex issues to L2/L3 teams.
• Customer Communication: Keep customers informed about ticket progress, workarounds, resolutions, and next steps in a professional and timely manner.
• Application Configuration: Assist with basic application setup, user access, workflows, and configuration-related issues within approved support procedures.
• Reporting Support: Troubleshoot basic reporting issues, including RDLC reports and financial reporting, and escalate complex report development requirements when necessary.
• Integration Support: Perform initial checks on BC/NAV integrations and connected systems, including identifying data synchronization failures and interface errors.
• Performance Monitoring: Conduct initial investigations into slow application performance and recurring errors, collecting relevant diagnostic information for further analysis.
• Knowledge Management: Maintain accurate incident records, troubleshooting documentation, FAQs, and knowledge base articles to improve support efficiency.
• Continuous Improvement: Identify recurring incidents and recommend improvements to support procedures and customer experience.

Required Qualifications

• Hands-on experience with Microsoft Dynamics 365 Business Central and/or Microsoft Dynamics NAV.
• Experience providing application support or troubleshooting in a customer-facing or production environment.
• Ability to diagnose common functional issues, application errors, and configuration-related problems.
• Familiarity with incident management, ticket tracking, SLA adherence, and escalation processes.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to explain technical issues clearly to business users and customers.

BrickRed Systems is a global leader in next-generation technology consulting and workforce solutions, specializing in delivering high-quality talent across digital, engineering, marketing, analytics, finance, operations, and business transformation domains. With a strong emphasis on innovation, scalability, and client success, BrickRed Systems helps organizations solve complex business challenges by providing skilled professionals across strategy, technology, creative, and operational functions. BrickRed fosters a culture of continuous learning, collaboration, and excellence, enabling professionals to contribute to high-impact global initiatives while advancing their careers.