Senior Technical Support Consultant - D365 Customer Engagement in Newcastle

Own the resolution of complex customer issues across Dynamics 365 CE and Power Platform. Join a high-performing support practice where technical depth & customer experience matter equally. Use your expertise to drive proactive, high-quality support outcomes with Fusion5. Own and resolve the issues that matter most to Fusion5 customers.

At Fusion5, we're more than a solutions provider - we're a Transformation Partner. Across Australia and New Zealand, we help ambitious organisations go beyond by unlocking greater value, innovation and impact from their technology investments. We're deeply committed to our customers' success, and we bring that same energy and care to supporting our people.

This role is centred on delivering customer support excellence and is ideally suited to someone who enjoys getting hands-on with complex technical challenges, takes real ownership of outcomes, and builds strong, trusted relationships with customers through responsive, high-quality support. This is a great opportunity to step into a senior support-focused role where you can apply deep platform expertise, work independently, and make a visible impact on customer success.

What You'll Do

• Take ownership of customer issues from initial triage through to resolution and closure, ensuring a high standard of service throughout.
• Diagnose and resolve complex issues across Dynamics 365 CE, Dataverse and the wider Power Platform.
• Act as an escalation point for high-impact or technically challenging incidents.
• Operate independently to resolve issues, minimising over-reliance on delivery teams where possible.
• Provide clear, timely and well-structured communication to customers, translating technical detail into practical outcomes.
• Support Australian customers, building strong relationships while working within local business hours and expectations.
• Identify recurring issues, risks and opportunities for improvement, and take a proactive approach to problem prevention.
• Maintain strong case documentation, including root cause analysis and resolution detail.
• Contribute to continuous improvement across support processes, knowledge sharing and service quality.
• Support and mentor junior team members, helping to build capability across the practice.

What You'll Bring

• Strong experience working with Dynamics 365 CE and Dataverse in complex customer environments.
• Deep capability across the Power Platform, including Power Apps, Power Automate, Power BI and Power Pages.
• Experience working with Azure integration services such as Functions, Logic Apps and Service Bus.
• Strong troubleshooting, debugging and root cause analysis skills, with an understanding of how AI-assisted tools can be leveraged to accelerate diagnostics and improve support outcomes.
• Experience working within managed services, application support, or similar customer support environments.
• A proactive, self-driven approach and the ability to work independently with minimal supervision.
• Excellent communication skills, with the ability to engage confidently with both technical and non-technical stakeholders.
• A strong sense of ownership, attention to detail, and commitment to high-quality customer outcomes.
• An interest in mentoring others and contributing to continuous improvement within the team.

What's in it for you?

• Collaborative, supportive culture where people enjoy working together.
• Flexible work arrangements and a genuine focus on work-life balance.
• Birthday leave, volunteer days, and regular social events.
• Clear development pathways and opportunities to grow with the practice.

Fusion5 provides business solutions that add real commercial value to our customers. Our focus is on making potential reality for our customers, and our people. We ensure our customers are offered a choice when it comes to their technology solutions. Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer.