Infrastructure Engineer / Applications Support Analyst

We are seeking an Infrastructure Engineer / Support Analyst, responsible for supporting and maintaining our clients internal IT systems and hardware estate as well as supporting their Dynamics 365 support operation. Training on D365 will be provided!

This role is ideal for someone who enjoys hands-on technical work, thrives in a practical support environment, and takes pride in ensuring reliable internal IT operations.

About the Role

You will support the day-to-day operational needs of the business, focusing on internal IT systems, equipment, and processes.

Main Duties and Responsibilities

Application Support

• Provide 1st and 2nd line support for Microsoft Dynamics 365 applications (internal and external users).
  
• Diagnose and resolve technical issues related to Dynamics 365 CRM.
  
• Escalate complex cases, ensuring accurate and complete documentation is maintained.
  
• Conduct remote troubleshooting sessions and collaborate with colleagues to reach timely resolutions.
  
• Log, track, prioritise and manage support tickets in line with SLAs using our ticketing system.
  
• Ensure customers are kept informed throughout the lifecycle of their tickets and receive clear, professional communication.
  
• Identify recurring issues and contribute to process improvements and knowledge base
  documentation.
  
• Support the onboarding of new clients and participate in configuration/setup activities.
  
• Contribute to team meetings and share insight on client support trends or platform
  improvements.
  
  Infrastructure Support
  
  
• Maintain and support internal IT infrastructure including networks, laptops, desktops, printers, and display equipment.
  
• Prepare and provision IT equipment for new starters, including imaging to company specifications and ensuring all ancillary equipment is supplied.
  
• Maintain the asset register and manage the hardware lifecycle including secure decommissioning of equipment.
  
• Manage the equipment store: tracking inventory, performing audits, and organising compliant disposal of outdated technology.
  
• Perform routine patching, updates, and IT housekeeping to keep systems in optimal condition.
  
• Support implementation and ongoing compliance with security and management standards, currently Cyber Essentials and Cyber Essentials Plus.
  
  Knowledge and Experience
  
  
• 2+ years of experience in a support or technical analyst role.
  
• Experience supporting Microsoft Dynamics 365 applications.
  
• Exposure to working in a reseller, consultancy, or managed services environment.
  
• Strong understanding of IT support processes, including triage and escalation workflows.
  
• Familiarity with ticketing systems, incident management, and service-level driven
  environments.
  
• Familiarity with ITIL or other service management frameworks
  
  Technical Skills
  
  
• Working knowledge of Microsoft Dynamics 365 CRM.
  
• Strong troubleshooting skills across desktop and infrastructure environments.
  
• Microsoft Office 365 administration.
  
• Active Directory and Exchange Online.
  
• Windows 10/11 operating systems; familiarity with macOS is a plus.
  
• Networking fundamentals (DNS, DHCP, VPN).
  
• Asset lifecycle management including secure disposal.
  
• Experience with cloud services, remote support tools, and cybersecurity principles.
  
• Microsoft Certified Professional or willingness to achieve MCP qualifications through self- study
  
  Personal Qualities
  
  
• A client-focused approach with strong interpersonal and communication skills.
  
• High levels of enthusiasm, motivation, and a proactive attitude.
  
• Calm, composed and solution-focused under pressure.
  
• Detail-oriented with the ability to manage multiple priorities.
  
• Strong problem-solving skills focused on practical, timely solutions.
  
• Adaptability to changing client needs and shifting business priorities.
  
• A team player who thrives in a collaborative environment.
  
• Ability to communicate clearly and confidently with stakeholders at all levels.
  
  Qualifications
  
  Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field or vocational infrastructure qualification.
  
  Additional certifications in Agile methodologies (e.g., Scrum Master) or ITIL (Information Technology Infrastructure Library) desirable.
  
  You will based full time in the office near to Northampton so will need your own transport to reach the office.
  
  Sponsorship will not be available for this role and we aren't able to accept Post Study work visas.
  
  We are interviewing currently so apply now for immediate consideration for the Infrastructure Engineer and D365 CE Support Analyst position or contact Stuart Barnes at ITSS Recruitment for further information