Service Desk Support Engineer

The L1 Microsoft Dynamics 365 Service Desk Support Lead is the single accountable owner for first-line (L1) and intermediate (L1.5) support of the Microsoft Dynamics 365 platform across the organization. The role is both hands-on and leadership-oriented personally resolving Dynamics 365 user issues, access requests and in-app guidance questions at the front line, while leading a roster of L1 service desk technicians who do the same for internal and external customers.

The roles primary technical focus is Microsoft Dynamics 365 — user access and licence management, security role and business-unit troubleshooting, record / view / dashboard support, Advanced Find, business process flow guidance, server-side sync and Outlook / Teams integration, Power Platform admin basics, and routing deeper issues to L2 / L3 Dynamics consultants or Microsoft Unified Support. Alongside this Dynamics focus, the Lead handles the standard service desk portfolio — applications, operating systems, hardware, printers, basic networking — as the single point of contact for all incidents and service requests. The ideal candidate combines a strong Microsoft Dynamics 365 L1 / L1.5 skill set with proven service-desk shift-leadership, SLA governance and incident / escalation discipline in an ITIL-aligned environment.

EXPERIENCE REQUIREMENTS

• 3–5 years of directly related experience in a Help Desk / Service Desk operation, with at least 1–2 years supporting Microsoft Dynamics 365 at L1 / L1.5 level.
• Hands-on experience with Dynamics 365 user access, security roles, business units, Advanced Find, business process flows, server-side sync and Outlook / Teams / mobile integrations.
• Experience in a 247365 shift operation — shift-lead or senior-agent exposure strongly preferred.
• Proven experience in an ITIL environment with hands-on use of ITIL tools such as Zoho ServiceDesk Plus, ServiceNow or equivalent.
• Infrastructure technical support experience across applications, operating systems and hardware.
• Proficiency in Microsoft tools — Windows, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Entra ID basics.
• At least one year of professional experience in a Help Desk / Service Desk or similar professional role is an absolute minimum.