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CRM Support Engineer

Job Reference tbigc/TP/53380/693 #LI-NM1

Number of Positions:
Contract Type:
Permanent/Full Time
Contract Details:
Working Hours:
Closing Date:
Job Category:
External Relations
Business Area / Division:
External Relations
Business Unit:
External Relations

Focus of the Role

We are looking for an enthusiastic CRM Support Engineer. The right candidate will have working experience of maintaining CRM systems and supporting users and will report to the CRM Manager. The CRM Support Engineer will act as the first point of call for CRM enquiries. Complex support issues will be escalated to ur 2nd/3rd line support who the Support Engineer will continue to work closely with to resolve support issues. This role is for a support engineer looking to gain more Dynamics 365 experience while in a customer facing role.


Job Introduction

Be ready to join TBI at an exciting time of growth and evolution during which the CRM will take a central position. Please note, it is essential you have an existing right to work in UK to apply for this role.

Key Responsibilities

Essential responsibilities will include:

  • Ongoing support and maintenance of Dynamics 365 (1st line support)
  • Supporting user adoption, through information sharing and user training
  • Diagnosing user issues and providing solutions
  • Configuration of D365 to meet business needs
  • Maintaining the D365 User Interface
  • User security allocations
  • Managing support tickets in line with SLA’s
  • Escalation of 2nd and 3rd line tickets
  • Share user feedback with an aim to reduce user tickets

Person Specification

  • Experience of supporting Microsoft Dynamics 365 CRM (2018 and more recent versions)
  • Customer Service Skills
  • Excellent problem-solving skills
  • Good organizational skills
  • Experience of making minor changes to CRM (customising and configuration)
  • Experience using support ticket tracking systems
  • Experience of training users
  • Knowledge of Power Apps for D365
  • Graduate level or MS accredited would be beneficial
  • Strong written and verbal skills

About The Institute

The Tony Blair Institute (TBI) is a mission-driven not for profit organisation. We exist to equip political leaders and governments to build open, inclusive and prosperous societies. We work hard, every day, to make a difference. When governments work well they are able to create economic and social change in a way that promotes fairness, social justice and opportunity. We work relentlessly to support leader and governments with the challenges they face. Giving them practical solutions and actionable insights, that once implemented, can be transformative for their people  

We do this within two connected divisions: 

 Government Advisory 

Our Government Advisory teams work directly with political leaders and governments around the world to implement reforms that improve the lives of their citizens. It works with a variety of partners and its outputs cover a range of disciplines and projects across countries in Africa, the Middle East, Eastern Europe and South Asia.

 Policy Futures 

Our Policy Futures work encompasses three broad areas: 

  • Renewing the Centre: developing a bold and innovative domestic policy programme to help renew the centre ground of British politics; 
  • Tech and Public Policy: exploring the policy challenges and opportunities presented by the technological revolution; and 
  • Extremism Policy Unit: creating solutions designed to tackle the threat of extremist ideologies in the UK and around the world. 

As an organisation, the core beliefs we all embrace are: 

  • Open and Progressive: you’ll believe in the value of teamwork 
  • Bold and Pragmatic: you’ll approach everything you do with integrity and authenticity 
  • Optimistic Changemaker: you’ll be focused on results 

TBI believes embracing diversity and inclusion make us a better place to work.  It’s our goal to reflect everyone in society and we actively welcome applications from individuals and groups who are under-represented in the workplace. We celebrate difference be it ethnicity, religion, age, gender or gender identity, sexual orientation or disability. We will only ever assess you on your abilities and fit for a role. We’re happy to discuss any adjustments you need to ensure a level playing field during recruitment and, if you\'re successful, discuss any adjustments you might need to thrive in your role.