User Support and Infrastructure Associate Job at Braintree CM LS Full Time NEW

Are you an experienced IT technical support professional who enjoys working in a fast-paced, growing environment? We are seeking a motivated IT Technical Support professional to join our Service Desk team. This is a fantastic opportunity for someone who is looking to be a key factor in future successes within the IT team and wider business. As part of our IT Service Desk team, this role acts as the primary point of contact for end users across the business. You will handle IT queries, incidents, and service requests while delivering a high level of customer service and ensuring a seamless support experience across the organisation. Main Duties and Responsibilities: Dynamics CRM: Provide day-to-day support for our Microsoft Dynamics 365 CRM and Field Service platforms. Act as a key point of contact for users, troubleshooting issues, resolving incidents, and ensuring the system operates effectively to support business processes. Technical Troubleshooting: Provide support for software and hardware issues, with a strong emphasis on remote troubleshooting techniques. Use diagnostic tools and critical thinking to resolve complex IT problems. Azure & Microsoft 365 support: Provide day-to-day administration and support for Microsoft Azure and Microsoft 365 (O365) environments. Manage users, permissions, and security policies via Azure Active Directory (Entra ID). Support core services including Exchange Online, SharePoint, Teams, and OneDrive, ensuring availability, performance, and security. Assist with identity management, conditional access, and basic cloud infrastructure troubleshooting. Service Desk Management: Be the first point of contact for internal users. Manage and prioritize incoming requests and incidents via ITSM tools, phone, and email, ensuring timely and accurate resolutions that align with Service Level Agreements (SLAs). Provide clear, professional communication to end users and deliver a positive customer support experience. Incident & Problem Management: Collaborate with the wider IT team to address major incidents. Systems Monitoring & Maintenance: Carry out daily system checks. Collaboration and Communication: Work closely with business stakeholders to understand their needs and provide actionable insights. Ensure effective communication of technical solutions and status updates to end-users. Essential Skills & Experience: Microsoft Dynamics Suite Expertise: Experience with Microsoft Dynamics 365 CRM, Field Service. Azure & Microsoft 365 Administration: Hands-on experience supporting Azure and Microsoft 365 environments, including user administration, troubleshooting, and service management (Exchange Online, Teams, SharePoint, OneDrive). IT Support & Service Management: Solid understanding of IT support tools (e.G., ITSM platforms) and frameworks such as ITIL. Remote Troubleshooting: Proficiency in remote diagnostics and support tools, enabling you to troubleshoot hardware and software issues efficiently. Service Desk Operations: Comfortable with high-volume ticket management, providing timely responses, updates, and resolutions to internal users. Collaboration & Teamwork: Strong communication skills with the ability to work effectively within a team environment to resolve complex issues. System Administration Tools: Familiarity with system management tools such as SCCM, Intune, and Microsoft 365 administration. Desirable Skills & Experience: Certification: ITIL foundation certifications are a plus. Advanced Technical Skills: Experience with client-server troubleshooting and maintenance. SQL Knowledge: Basic understanding of SQL queries to support database-related issues within Dynamics environments. What We Offer:Opportunity to work with a rapidly growing, award-winning company in a dynamic industry.A supportive, collaborative team culture that encourages innovation and professional growth.Free on-site parkingDiscounts on gym memberships, shopping, and leisure activitiesCompany pension schemeLife assurance, sick pay, and family-friendly benefitsEye test vouchers and mental health support services33 days of holiday (including bank holidays)About Us:Dental Directory is a leading provider of specialist products and services for the dental and beauty markets across the UK and the Republic of Ireland. As a growing company, we are committed to providing exceptional support and innovative solutions to our clients. Our IT team is central to driving this success, and we’re looking for passionate, tech-savvy people to join us in shaping the future of healthcare solutions.