IT Support Specialist – Microsoft 365 & Dynamics 365

About the role

The IT Support Specialist provides Tier II application and service‑desk support for Microsoft 365, Dynamics 365 and Business Central across the APAC region. The role balances advanced troubleshooting, user assistance and infrastructure tasks while driving process improvements.

Key responsibilities

• Deliver Tier II support for Microsoft 365, Dynamics 365 and Business Central, troubleshoot issues, guide users and coordinate escalations with Tier III and development teams.
• Act as the primary Service Desk resource for APAC, handling incidents, service requests and supporting Tier I staff.
• Manage hardware lifecycle – provisioning, upgrades, off‑boarding and on‑site assistance for laptops and mobile devices.
• Identify and implement IT service delivery improvements, promote ITSM best practices and collaborate with product and business teams on enhancements.
• Assist with regional deployments and occasional travel to support on‑site initiatives.

Required profile

• Bachelor’s degree in IT, Computer Science or related field, or equivalent experience.
• 3–5 years of experience in application support, service‑desk or IT operations, preferably with Microsoft 365, Dynamics 365 or Business Central.
• Australian citizenship or permanent residency.

Required skills

• Strong knowledge of Microsoft 365 ecosystem (Exchange Online, Outlook, Teams, SharePoint, OneDrive, Teams Phone).
• Experience with Dynamics 365 and Business Central.
• Familiarity with Microsoft Entra ID (Azure AD) and identity management.
• Proficiency with Power Platform – Power Apps, Power Automate, Power BI, Copilot Studio.
• Understanding of ITSM tools and service‑management practices.
• Endpoint and hardware support expertise.