D365 Senior Support Engineer- Customer Engagement (Managed Services)

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI, Enterprise Applications , Workplace Services and Cyber Security & Networking.

Values: Open, Trusted and Bold

Trusted Partners:

• Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
• HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
• Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
• Fortinet: Elite VIP Program – one of only 2 in the UK
• AWS: Advanced Solution & Managed Service Provider Program

Role:
As a Senior Support Engineer, you'll be part of our AI and Business Solutions division leveraging your experience supporting Dynamics CE to ensure delivery of high-quality support and solutions to our D365 CE customers. Specialising in D365 Customer Engagement (CE) and the associated suite of integrated CRM related applications, you will focus on delivering support, solutions and initiatives to a customer base that has a wide and varied range of D365 solutions to engage with.

Responsibilities:

• Provide end-to-end support for customer issues related to the Microsoft Dynamics 365 Customer Engagement (CE) suite of applications and the Power Platform.
• Analyse issues, troubleshoot problems, and define solutions that best meet customer requirements and business objectives.
• Identify, diagnose, and resolve D365 CE issues in collaboration with internal teams, peers, and Microsoft support.
• Act as a subject matter expert by providing guidance to colleagues on best practices, capabilities, and functionalities within the D365 CE ecosystem and Power Platform.
• Work closely with customers and internal stakeholders to understand business processes and recommend system enhancements or modifications to improve efficiency and effectiveness.
• Participate in the review and implementation of system updates and releases, ensuring smooth transitions with minimal impact to business operations.
• Deliver a high standard of customer service and maintain a professional approach to ensure successful service delivery and customer satisfaction.
• Support service readiness activities and provide operational assistance ahead of solution go-live.
• Proactively identify opportunities to optimise, enhance, and expand customers’ Dynamics 365 CE solutions.
• Collaborate effectively with Technical Leads, Consultants, Service Delivery Managers, and cross-functional teams to deliver high-quality support and continuous improvement initiatives.

We're seeking a passionate team player with the following qualifications:

• Proven experience providing support for Dynamics CE implementations;
• Solid D365 CE Support experience across the suite of CE applications extending to all, or at least a blend of the following applications within the CE suite:
  • Dynamics 365 Sales
  • Dynamics 365 Marketing
  • Dynamics 365 Customer Service
  • Dynamics 365 Field Service
  • Project Service Automation
• Comfortable navigating the Power Platform and experience troubleshooting and supporting;

• Power Automate.
• Power Apps

• Experience supporting continual enhancement of Dynamics CE implementations and working to the Microsoft update/release cadence.
• An excellent troubleshooter and problem solver
• Experience of working at a Microsoft partner

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
 
Be yourself with us, and feel that you belong. 

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. 
 
We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

 We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.