Alasus Technologies Llp
Level Dynamics Support Specialist (Remote)
Level Dynamics Support Specialist | Alasus Technologies Llp |Worldwide
Job Title: Level 2 Dynamics 365 Support Specialist
Location: Remote
Job Type:Full-time
Working Hours:
40 Hours a week thiswill have a Saturday rotation please note if working on Saturday resourcewould be off one day during week
Job Summary:
The Level 2 Dynamics 365 CE Support Specialist will...
Level Dynamics Support Specialist | Alasus Technologies Llp | Worldwide
Job Title: Level 2 Dynamics 365 Support Specialist
Location: Remote
Job Type: Full-time
Working Hours:
40 Hours a week this will have a Saturday rotation please note if working on Saturday resource would be off one day during week
Job Summary:
The Level 2 Dynamics 365 CE Support Specialist will provide technical support, troubleshooting, and system maintenance for Dynamics 365 Customer Engagement (CE) applications. You will serve as the escalation point for Level 1 support and work closely with our functional and technical teams to resolve complex issues, enhance system performance, and ensure end-users have seamless experience with the platform. The ideal candidate will have a understanding of Dynamics 365 CE functionality, system configurations, with a focus on customer service and technical excellence.
Key Responsibilities:
- Provide Level 2 support for Dynamics 365 CE, resolving issues escalated from Level 1 support teams adhering to the Service Level Agreements (SLA).
- Troubleshoot system performance issues, data inconsistencies, and configuration errors within Dynamics 365 CE.
- Perform root cause analysis on recurring problems and recommend system enhancements or changes.
- Assist with system configurations, workflows, and business process flows to optimize CE functionality.
- Document support activities, resolutions, and best practices for future reference and knowledge sharing.
- Maintain up-to-date knowledge of Dynamics 365 CE updates, new features, and industry best practices.
- Engage in proactive system monitoring and preventative maintenance to identify and resolve potential issues before they impact users.
- Train and mentor Level 1 support staff, providing guidance and technical expertise.
- Engage with the Level 3 Team to provide feedback on Operational Improvements and understand the upcoming releases.
- Perform smoke testing of upcoming release items and provide feedback that can potentially impact operations. Act as a gatekeeper for operations stability
Qualifications:
- 2-4 years of hands-on experience supporting and troubleshooting Dynamics 365 Customer Engagement (CE) applications.
- Strong knowledge of Dynamics 365 CE modules
- Experience with system configurations, customizations, workflows, Azure integrations and Power Automate within the Dynamics 365 CE environment.
- Basic understanding of SQL, JavaScript, and custom development is a plus.
- Experience with CRM data management
- Strong problem-solving skills, with the ability to troubleshoot technical and functional issues independently.
- Basic understanding of PowerBI Reporting.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Microsoft Dynamics 365 certifications are a plus but not required.
Preferred Skills:
- Experience working in an ITIL-based support environment.
- Familiarity with Azure services, Power BI, and other Microsoft cloud technologies.
- Ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced environment.
- Experience working in cross-functional teams
