Senior Engineer

Summary

Join our team as an experienced L2 Support Engineer for our Dynamics 365 Customer Engagement team! You will provide technical support and troubleshooting to users of Dynamics 365 applications. Collaborate with other support team members to ensure efficient issue resolution. Conduct root cause analysis and recommend process improvements. Communicate effectively with both technical and non-technical stakeholders. Participate in system testing and maintain technical documentation. Contribute to the tech expert community and training of local experts. Manage communications between customers and the development team.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field
• 2+ years of experience in providing Level 2 support on CRM applications
• Strong knowledge of Dynamics 365 application architecture, configurations, and related technologies
• Experience in troubleshooting complex issues related to application functionality, database, configuration and user errors
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal skills (EN) to collaborate effectively with team members, customers and other stakeholders
• Ability to manage and prioritize multiple support tickets and tasks simultaneously
• Experience in documenting technical processes, procedures and system configurations

Responsibilities

• Provide Level 2 technical support to end-users
• Troubleshoot and resolve issues related to application functionality, database issues, configuration, and user errors
• Collaborate with Level 3 support team and escalate issues as necessary to ensure timely resolution
• Conduct root cause analysis and provide recommendations for process improvements to prevent recurring issues
• Communicate technical issues and solutions to non-technical stakeholders in a clear and concise manner
• Participate in testing and validation of system upgrades and enhancements
• Create and maintain technical documentation related to support processes, procedures and application functionality
• Contributing to the tech expert community
• Contribute on the training of Local Experts
• Manage the communications between the customer (Local Expert) and the Development team during the incident resolution process

Preferred Qualifications

Knowledge of ITIL best practices and support methodologies is a plus