Must have Skills : Microsoft Dynamics CRM,
Job Description : Summary: Our company is seeking an experienced L2 Support Engineer to join our Dynamics 365 Customer Engagement team. In this role, you will be responsible for providing technical support and troubleshooting assistance to users of several Dynamics 365 Customer Engagement applications. You will work closely with other members of the support team to ensure that customer issues are resolved quickly and efficiently.
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.
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.
Knowledge of ITIL best practices and support methodologies is a plus.
