We’re Doctor Care Anywhere, the UK’s largest private provider of telehealth services. We're seeking a confident Dynamics 365 engineer to provide customer-focused support for all 2nd Line incidents and requests, ensuring minimal business impact and adherence to service levels.
Requirements
- Manage incoming Dynamics 365 / DCA Core Platform incidents, requests and queries.
- Review incoming technical support incidents and requests escalated and assigned by the IT Service Desk.
- Ensure all work conducted in support of IT Operations is recorded in the IT Service Management System, in line with IT Support Best Practices.
- Monitor platform health dashboards and alerting, responding to alerts and abnormalities to identify, escalate and resolve issues as they are detected, to minimise or mitigate impact to live service.
- Provide out of hours support for core DCA services as part of an On-Call support rota.
- Provide in-person support for laptop setup and onboarding of new DCA colleagues.
- Provide in-person support for office-based IT services, including (but not limited to) desktop IT setup, laptop support, printing and Teams Rooms.
- Capture and highlight any gaps in support, or potential areas to improve IT Service capability.
- Document knowledge articles and support guides, sharing knowledge to improve the IT Service capability.
- Drive the “Shift-Left” strategy to the IT Service Desk, coaching and mentoring L1 Engineers to take ownership of tasks and develop toward future 2nd Line engineers.
- Work with IT Service Introduction to onboard new and modified IT Systems and Solutions into live service and support.
- Provide excellent customer service.
- Support the delivery of IT Project work where BAU/Operations allow.
Benefits
- Doctor Care Anywhere subscription: For you and 5 of your loved ones, Get ready to enjoy health consultations on the go!
- Company Bonus: We love rewarding our team for their dedication and achievements.
- 25 Days Holiday + Bank Holidays: You've earned it! Enjoy time off to recharge, explore, and make incredible memories.
- Birthday Day Off: Go and celebrate however you like!
- Buy up to 5 days of additional annual leave (FTE) as part of our focus on health and wellbeing
- Charity Days: Join us in giving back to the community! We're all about making a difference together.
- Enhanced Maternity and Paternity Pay: We've got your back with extra support during this special time.
- Bike2Work Scheme: We love an eco-friendly commute!
- Cross-Team Collaboration Opportunities: Join the fun in our autonomous work environment with plenty of chances to collaborate and shine.
- Hybrid Working: An agile and autonomous hybrid work environment.
- Development Opportunities: Get ready to grow, learn, and make strides in your career!
