Key Responsibilities:
Level 1 Support (Basic Troubleshooting and User Support):
- Provide first-line support for Microsoft Dynamics 365 (CRM) users via email, phone, or ticketing system.
- Troubleshoot basic user-reported issues, including login problems, permissions, and user interface errors.
- Assist with password resets, user account management, and basic configuration issues.
- Create and manage support tickets in the service management tool (e.g., ServiceNow, Jira, ManageEngine).
- Escalate complex issues to Level 2 to external vendors and identify the root cause problems, work with vendors and response within the agreed SLA.
- Conduct routine health checks to ensure the proper functioning of the platform.
- Provide training to users on new features, system updates, or best practices.
Level 2 Support (Advanced Troubleshooting and Configuration):
- Investigate and resolve more complex issues related to Dynamics 365 customizations, configurations, workflows, and data integrations.
- Perform root cause analysis for system errors, performance issues, or failed integrations.
- Handle troubleshooting of Dynamics 365 plugins, workflows, business rules, and custom entities.
- Manage system configurations, including user roles, security roles, permissions, and business units.
- Support data migration, data imports/exports, and resolve issues related to data integrity.
- Assist with the configuration and customization of Dynamics 365 entities, forms, and views to meet business needs.
- Analyze and resolve integration (API) issues with other third-party applications (e.g. HR, Hubspot, legacy systems) or internal systems.
- Collaborate with the development team on custom plugins, scripts, or business logic.
- Perform testing and validation on Dynamics 365 customizations or updates before deploying changes to production.
- Document and maintain troubleshooting steps, known issues, and common resolutions for team knowledge base.
Key Skills & Requirements
Technical Skills:
- Proficiency in Microsoft Dynamics 365 CRM applications (Sales, Customer Service, Field Service, Marketing, etc.).
- Experience with customizations including entity creation, form design, views, dashboards, and business rules.
- Familiarity with Power Automate, Power BI, and PowerApps for automation and reporting.
- Basic knowledge of JavaScript for form customizations and client-side scripting.
- Familiarity with SQL and Advanced Find queries for reporting and troubleshooting.
- Experience with data imports/exports and data integrity issues.
- Understanding of Microsoft Azure and cloud-based deployments of Dynamics 365.
- Ability to troubleshoot Dynamics 365 system performance and user experience issues.
Experience:
- 1-3 years of experience in Microsoft Dynamics 365 support or administration (for L1).
- 3-5 years of experience in Dynamics 365 administration, customization, or technical support (for L2).
- Experience supporting CRM or ERP solutions is a plus.
- Familiarity with integration tools such as Azure Logic Apps is a plus.
- Experience with Power Platform (Power Automate, Power BI) is highly desirable.
Soft Skills:
- Strong problem-solving skills with the ability to analyze complex technical issues.
- Excellent communication skills, both written and verbal, with the ability to communicate technical information to non-technical users.
- Ability to work under pressure and prioritize multiple tasks effectively.
- Strong attention to detail and a customer-oriented approach to service.
- Ability to work independently as well as collaboratively in a team environment.
- Good organizational and documentation skills.
