Description:

The company is seeking an experienced L2 Support Engineer to join the Dynamics 365 Customer Engagement team.
Responsibilities include providing Level 2 technical support to end-users, troubleshooting and resolving issues related to application functionality, database issues, configuration, and user errors.
Collaborating with the Level 3 support team, conducting root cause analysis, and providing recommendations for process improvements.
Communicating technical issues and solutions to non-technical stakeholders clearly and concisely.
Participating in testing and validation of system upgrades and enhancements.
Creating and maintaining technical documentation related to support processes, procedures, and application functionality.
Contributing to the tech expert community and training Local Experts.
Managing 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 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.