Senior Second Line Support Engineer ERP

As a Senior Second Line Support Engineer for Business Central, you will be the point of contact when a support request requires more than a standard solution. With at least 5 years of relevant experience in ERP support, application support, or Microsoft Dynamics 365 Business Central, you will analyze complex incidents, quickly identify the core of the problem, and guide customers from initial analysis to a long-term solution. You combine in-depth knowledge of Microsoft Dynamics 365 Business Central and ERP processes with strong troubleshooting and communication skills. You take ownership of your cases, set the right priorities, and look beyond the immediate incident. In this way, you help customers move forward and contribute to the experience and continuity of the customer support team.

Your role as a Senior Second Line Support Engineer ERP

• Independently analyze and resolve complex second-line support requests and incidents in Microsoft Dynamics 365 Business Central
• Take ownership of your cases, from intake and troubleshooting to resolution, documentation, and professional customer feedback
• Investigate the root cause of problems and seek solutions that go beyond temporary fixes to help prevent recurring incidents
• Assess and prioritize incoming requests and, together with the team, ensure high-quality and efficient follow-up
• Communicate clearly with customers about analysis, progress, expectations, and solutions, even when the situation becomes challenging or critical
• On average, one day per week, fulfill the role of first telephone contact person and convert customer requests into complete and correct support tickets. This rotating system is part of the current job content
• Collaborate with experienced colleagues and other teams on complex issues and actively share your knowledge to further strengthen expertise within customer support
• Proactively think along with customers, recognize opportunities for improvement, and professionally advise them when you see possibilities for process or solution optimization

What do you bring?

• At least 5 years of relevant experience in ERP support, application support, second-line support, or a similar customer-oriented IT environment
• Specific experience with Microsoft Dynamics 365 Business Central and sufficient knowledge of Business Central processes to meaningfully explore complex incidents. This specific BC knowledge is important for the current search
• Extensive experience in incident analysis, troubleshooting, root cause analysis, and problem-solving within an ERP or business application environment
• Experience with ticket registration and time tracking systems, and a structured approach to registering, prioritizing, and following up on cases
• An analytical mindset with which you break down complex problems, find connections, and do not stop at the first possible explanation
• Strong communication skills and experience in direct customer contact, including on critical issues or in challenging situations
• You are fluent in Dutch and English and sufficiently proficient in French to professionally assist customers. The initial description explicitly mentions Dutch, French, and English
• You show initiative and take responsibility, set your own priorities, and know when collaboration or additional expertise is needed

What do you get from us?

• A competitive gross salary, supplemented by an individual bonus commensurate with your experience and contribution
• A mobility solution that suits your position. From a company car with a fuel card to a personal housing allowance
• Meal vouchers of €9.14 per working day and an occasional nice bonus
• Hospitalization and outpatient insurance, supplemented by pension savings through Alistar
• Flexible and hybrid working with the possibility of working from home when your position allows
• A benefits package through the flexible Alistar plan, where you can spend your annual bonus on benefits such as bicycle leasing, IT equipment, a smartphone, or pension savings. Always a solution that suits you
• Perks at work with access to employee benefits and discounts
• Challenging projects and plenty of opportunities for continuous development alongside experienced colleagues
• We celebrate successes together, big or small, because progress is something we make together