Role Overview

JOB DESCRIPTION

The Dynamics Business Applications Support Engineer provides front-line support for Dynamics 365 applications, assisting end users with technical issues and queries. This role serves as an initial point of contact for diagnosing and resolving basic issues, ensuring a high level of customer service and efficient issue resolution.

What skills and working characteristics should this person have?

Technical Skills

• Basic knowledge of Dynamics 365 applications.
• Understanding of CRM systems and related technologies.
• Experience with remote support tools and service desk software is a plus.
• Soft Skills:
• Strong communication skills (both written and verbal).
• Excellent customer service skills, with a focus on user experience.
• Ability to prioritize and multitask in a fast-paced environment.
• Strong problem-solving skills with attention to detail.
• Teamwork – Ability to work collaboratively within the support team and with other departments.
• Adaptability – Willingness to learn and adapt to new tools, processes, and technology.
  
  

As a Support Engineer, You’ll Be Responsible For

• Support and Troubleshooting:
• Customer Interaction: Act as the first point of contact for all Dynamics 365-related queries and incidents, via phone, email, or ticketing system.
• Incident Management: Log and prioritize incidents and service requests within the ticketing system, ensuring timely updates and resolution.
• Basic Troubleshooting: Diagnose and resolve basic technical issues related to Dynamics 365 applications, escalating more complex issues to senior engineers as needed.
• Customer Service:
• Customer Service: Provide excellent customer service, demonstrating empathy and effective communication skills.
• SLA Compliance: Ensure all incidents and requests are handled within agreed Service Level Agreements (SLAs) and key performance indicators (KPIs).
• Documentation and Knowledge Sharing:
• Documentation: Maintain detailed records of customer interactions and resolutions, ensuring accurate documentation of troubleshooting steps.
• Knowledge Sharing: Contribute to internal knowledge bases, creating articles to assist colleagues and end-users with common issues.
• Proactive Support:
• Proactive Monitoring: Assist with the monitoring of Dynamics 365 applications and alerts, taking action to resolve or escalate where required.
• Guidance and Advice: Provide guidance and advice to users on best practices and basic IT processes.