Senior Second-Line ERP Support Engineer

h3As a Senior Second-Line Support Engineer for Business Central, you’ll 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’ll analyze complex incidents, quickly identify the root cause of a problem, and guide customers from initial analysis to a sustainable solution. /h3h3You 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 today’s incident. In this way, you help customers move forward and contribute to the expertise and continuity of the Customer Support team. /h3h3Your Role as a Senior Second-Line ERP Support Engineer /h3pIndependently analyze and resolve complex second-line support issues and incidents within Microsoft Dynamics 365 Business Central /ppTake ownership of your cases, from intake and troubleshooting to resolution, documentation, and providing professional feedback to the customer /ppInvestigate the root cause of problems and look beyond temporary solutions to help prevent recurring incidents /ppAssess and prioritize incoming tickets and work with the team to ensure high-quality and efficient follow-up /ppCommunicate clearly with customers about analysis, progress, expectations, and solutions, even when a situation becomes complex or critical /ppOn average, work one day a week as the first point of contact by phone and convert customer inquiries into complete and accurate support tickets. This rotation system is part of the current

job description
. /ppWork with experienced colleagues and other teams to tackle complex issues, and actively share your knowledge to further strengthen the expertise within Customer Support /ppThink proactively alongside customers, identify opportunities for improvement, and provide professional advice when you see ways to optimize processes or solutions /ph3What are you bringing? /h3pAt least 5 years of relevant experience in ERP support, application support, second-line support, or a similar customer-focused IT environment /ppHands-on experience with Microsoft Dynamics 365 Business Central and sufficient knowledge of Business Central processes to investigate complex incidents in depth. This specific BC knowledge is important for the current search /ppExtensive experience with incident analysis, troubleshooting, root cause analysis, and problem-solving within an ERP or business application environment /ppExperience with ticketing and time-tracking systems, and a structured approach to logging, prioritizing, and following up on cases /ppAn analytical mindset that allows you to break down complex problems, make connections, and not stop at the first possible explanation /ppStrong communication skills and experience with direct customer contact, including when dealing with critical questions or challenging situations /ppYou communicate fluently in Dutch and English and have sufficient knowledge of French to assist customers professionally. The original

job description
explicitly mentions Dutch, French, and English. /ppYou take the initiative and accept responsibility, set priorities on your own, and know when collaboration or additional expertise is needed /ph3What do you get from us? /h3pA competitive gross salary supplemented by an individual bonus, based on your experience and impact /ppA mobility solution tailored to your role—from a company car with a fuel card to a personal housing allowance. /ppMeal vouchers worth €9.14 per day worked and the occasional tasty treat /ppHospitalization and outpatient insurance supplemented by retirement savings through Alistar /ppFlexible and hybrid work, with the option to work from home when your role allows it /ppA benefits package through the Alistar Flex Plan that lets you use your year-end bonus for benefits such as bike leasing, IT equipment, a smartphone, or retirement savings. There’s always a solution that’s right for you. /ppBenefits at Work, with access to employee benefits and offers /ppChallenging projects and plenty of opportunities to continue developing yourself alongside experienced colleagues /ppWe celebrate our successes together, big or small, because we make progress together /ppAlistar's Story /ppProgress is in our DNA. What began in 1999 as a small IT company has grown into a dynamic international organization with one ambitious goal: to help companies work smarter by connecting people, data, and technology. Over the years, we’ve grown, new companies have joined us, and technology has evolved at breakneck speed. But one thing has always remained the same: our DNA. /ppWe’re curious doers. Challengers. Dreamers who actually make things happen. For us, technology isn’t just a buzzword—it’s a catalyst for progress for our clients, within our teams, and in our own operations. We thi