• Respond to customer issues and proactively contact customers to triage problems. • Provide remote support for OneStream customers. • Research, resolve and respond to complex issues. • Strong understanding of technical troubleshooting. • Ability to communicate complex/technical concepts and provide thorough Root Cause Analysis findings. • Collaborate with other teams to help solve support problems, training problems, and other issues that may arise. • Update and maintain technical knowledge base articles. • Ensure all interactions with OneStream customers are positive and handled with a high sense of urgency. • Lead by example and encourage information sharing, team-based resolution activity, cross-functional training & collaboration. • Emphasis on resolving cases as quickly & effectively as possible. • Assist in developing innovative solutions and building strong relationships with customers.

• Act as a client facing technical support point during live multilingual events • Guide interpreters, speakers and attendees in a clear, confident and professional manner • Ensure a smooth and high quality experience for all participants • Support the preparation and setup of event environments and platforms behind the scenes • Identify and resolve technical issues related to RSI platforms, videoconferencing tools and event setups • Respond quickly in live environments and maintain control under pressure • Work closely with Project Managers, Senior Technicians and global teams • Support events across different time zones and cultural contexts

• Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems. • Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates. • Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive. • Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation. • Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments). • Escalate advanced issues—such as device compliance, Conditional Access modifications, and file migrations—to L2+ engineers. • Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles). • Maintain clear, professional communication with end users throughout the support process.

Role Description TEKenable requires a Dynamics 365 Business Central Consultant for its expanding Dynamics 365 ERP Support function for a permanent position in Islamabad, Pakistan/ India. The Microsoft Dynamics 365 Business Central (BC) Support Consultant is responsible for delivering high‑quality application support, issue resolution, and functional guidance to clients using the Business Central platform. This role ensures smooth day‑to‑day operations of customer environments by troubleshooting functional and technical issues, analysing root causes, and providing best‑practice recommendations that align with their business processes. The consultant works closely with end users, internal support teams, and the ERP delivery team to maintain system stability, optimise usage, and enhance the overall user experience. The role requires a deep understanding of Business Central's modules and functionalities, combined with excellent problem-solving and communication skills. Responsibilities - Provide 2nd/3rd line support for Business Central, resolving functional queries, configuration issues, and system errors. - Analyse, troubleshoot, and document issues across core BC modules (e.g., Finance, Inventory, Sales, etc.). - Assist users with queries related to Business Central functionalities and ensure best practices are followed. - Work directly with clients to understand problems, gather requirements, and suggest corrective or preventative actions. - Collaborate with other technical teams to escalate and resolve complex issues (extensions, integrations, APIs, BC upgrades). - Maintain and update support documentation, runbooks, and solution knowledge base articles. - Assist with minor configuration changes, setups, permission management, and data corrections (as appropriate). - Support release management activities including testing, validation, and deployment of BC updates or customisations. - Monitor service requests to ensure adherence to agreed SLAs and internal quality standards. - Identify recurring issues and contribute to continuous improvement initiatives. - Provide user training and guidance to help clients maximise their use of Business Central. - Monitor and manage support tickets through a help desk system, ensuring timely resolution and tracking of issues. - Escalate unresolved issues to senior consultants or developers when necessary. - Monitor the health of Business Central systems, performing routine maintenance, and ensuring optimal performance. Qualifications - Strong Dynamics 365 Business Central BC implementation experience. - Experienced in the change management process and coordinating with technical resources to create solution design documents. - Strong interpersonal skills with ability to support and communicate with users on all levels. - Experience supporting BC integrations, extensions, and third‑party add‑ons. - Ability to analyse complex issues, interpret logs, and identify root causes. - Excellent English, written and oral communication skills. - Excellent problem-solving skills with strong analytical skills. Requirements - Previous experience in a customer service environment. - ITIL exposure. - Familiar with ITSM tools, support processes, and service SLAs. - Microsoft certification in Business Central (or willingness to achieve it) is an advantage. Education - Relevant third level qualification in Business or IT advantageous but not essential. - Relevant functional and technical accreditations highly desirable.