• 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.

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services • Conduct technical analysis and review of system performance • Research required information using available resources including Internal Knowledge Base articles, technical procedures, SharePoint, mentors, and previously documented Service Requests • Troubleshoot issues with proprietary software, third party insurance and credit card processing, Crystal and RDLC reports, mobile and web applications, Windows O/S, SQL database, and pharmacy operations workflow • Respond to customer inquiries from a general queue or a subject matter expert specific queue as assigned • Deliver service and support to end-users through automated call distribution phone software and Oracle Service Cloud chat and email support simultaneously. • Work a queue of tickets based on priority and impact to the customer • Recommend workflow changes based on pharmacy needs and recommended best practices • Organize ideas, updates, and resolutions in a manner appropriate to the intended audience and situation via oral and written communications • Clearly communicate troubleshooting steps, ideas, workflow steps, and processes to end users • Build customer relationships through providing superior customer service • Document all job functions using Siebel with a high level of data quality • Effective queue management • Act as a subject matter expert in most ScriptPro products and components • Act as the primary escalation point for team issues and facilitate resolution through coordination with other ScriptPro teams • Mentor analysts by providing feedback and guidance based on escalated cases • Address patient safety or regulatory issues as they arise • Ability to effectively work on higher priority projects • Participate in afterhours on call rotation • All candidates must possess a valid driver’s license and be willing to travel by air for work-related duties if located outside the area • Perform other duties as assigned

• Provide comprehensive technical support to the regional sales team and customers to ensure optimal utilization of Procelys products • Analyze technical feedback and customer data to drive product development, improve existing offerings, and strengthen our competitive positioning • Train and support the sales team on Procelys product applications, performance, and technical selling points • Conduct application troubleshooting to identify and resolve product performance issues, working cross-functionally to provide recommendations • Build long-term relationships with R&D, technical, and production teams at major customers, serving as the central technical liaison to launch and closely monitor strategic cross-functional collaborations • Monitor industry innovations and technological trends to identify new opportunities for the business • Maintain deep expertise in relevant scientific fields and biotechnology methods, providing quarterly updates to management • Participate in regional technical events to stay informed on industry developments and share Procelys' expertise