Role Summary:
We are seeking an experienced Application Support Engineer to provide Level 2 support for business-critical applications, including Dynamics 365, Power Platform, and custom .NET systems. This remote-first role requires strong troubleshooting, incident management, and communication skills to resolve issues independently, maintain SLAs, and ensure system performance and availability.
Working Location: Home-based setup
Work Schedule: 9:00 AM - 6:00 PM (AEST)
Key Responsibilities:
- Own and resolve Level 2 support tickets end-to-end via Zendesk, targeting 90% resolution without escalation
- Investigate and manage incidents affecting the functionality, availability and performance of core applications
- Support and maintain: Dynamics 365 F&O (inc. Precision Forms), D365 Sales, HubSpot, Resco, Power Apps, Prophix, custom .NET/IIS/SQL applications and dealer management systems
- Manage security profiles and undertake performance tuning and scaling across supported systems
- Communicate timely, accurate updates to end users via Zendesk, Microsoft Teams and screen share, following ITIL processes across Incidents, Service Requests and Problems
- Deliver end-user training, onboarding activities and maintain up-to-date system documentation
- Identify inefficiencies in system functions and recommend improvements to business processes
Must-Have:
- 3-5 years in a similar application support role
- Strong relationship-building skills, be able to engage constructively across all levels of the organisation
- Resilient problem-solver, able to think logically, multi-task under pressure, and break down complex issues into actionable solutions
- IT Systems, Infrastructure & Application Support knowledge with strong troubleshooting skills
- Automated Form Management, Power Automate & API configuration experience
- ITIL Foundation certified & Dynamics 365 qualified
- SQL knowledge and scripting experience (PowerShell, Python or similar)
- Good English communication skills
Nice-to-Have:
- Dynamics 365 CRM administration and support experience
- Power BI reporting knowledge
- Prior ERP support experience
- Information Systems degree or equivalent
- Experience delivering end-user training and maintaining technical documentation
