Job
Description
L2 Support Specialist will play a crucial role in providing advanced technical support and expertise, handle escalated issues, perform in-depth troubleshooting, and collaborate closely with other support tiers and technical teams to ensure timely resolution of complex problems Investigate and resolve escalated technical issues related to Microsoft Dynamics 365 modules, including CRM, Finance, Supply Chain Management, Sales, and Customer Service Serve as a point of escalation for unresolved issues from the first-level support team Collaborate with peers, senior support personnel, and development teams to address complex technical challenges and ensure timely resolution within established SLAs Develop and maintain an in-depth understanding of Dynamics 365 applications, architecture, and integration points Stay updated on the latest product updates, patches, and best practices to provide accurate guidance and support to end-users and colleagues Conduct thorough analysis of recurring issues, system errors, and performance bottlenecks to identify underlying patterns and trends Contribute to the creation and enhancement of technical documentation, troubleshooting guides, and knowledge base articles Share expertise and best practices with the support team to improve overall competency and efficiency Foster strong working relationships with cross-functional teams, including development, infrastructure, and business units, to facilitate effective communication and problem resolution Participate in regular meetings and discussions to share insights, coordinate activities, and drive continuous improvement initiatives Ensure that all changes adhere to established change management processes and compliance requirements Provide ongoing support and guidance to users on complex system configurations and customizations Experience: Extensive experience with Microsoft Dynamics 365 applications, including configuration, customization, and administration Proficient in troubleshooting complex technical issues and performance optimization Strong problem-solving abilities with a systematic approach to root cause analysis and issue resolution Excellent verbal and written communication skills with the ability to convey technical concepts and solutions to non-technical audiences effectively Comfortable interacting with users, stakeholders, and technical teams at all levels Collaborative mindset with the ability to work effectively in a team-oriented environment Ability to thrive in a fast-paced and dynamic environment, adapting to changing priorities, technologies, and business requirements Willingness to continuously learn and acquire new skills Strong customer service orientation with a commitment to delivering exceptional support and exceeding user expectations Empathetic approach to understanding user needs and providing personalized assistance Tool / Application / Software: MS Dynamics CRM Knowledge in JIRA and Freshservice Qualifications: Graduate in Computer Science, Information Technology, or a related field 2 to 3 years of experience with functional knowledge in Microsoft Dynamics CRM or any other CRM ITIL Knowledge
