Senior Engineer

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.