Microsoft Dynamics CRM

Job Summary We are seeking a skilled and customer-focused Technical Support Specialist to provide expert-level support for our legacy Microsoft Dynamics CRM 2013 platform. The ideal candidate will have hands-on experience troubleshooting and resolving issues within the Dynamics CRM environment. You will be the primary point of contact for all user-reported problems, ensuring timely resolution and maintaining system stability. This role is critical for maintaining business continuity and user satisfaction on our core CRM system. Key Responsibilities First-Line Support: Serve as the first point of contact for all technical issues related to MS Dynamics CRM 2013, managing support tickets from creation to resolution. Troubleshooting: Diagnose, troubleshoot, and resolve a range of issues, including user access problems, system errors, workflow failures, data discrepancies, and client-side complications (e.g., Outlook plugin, browser compatibility). Issue Investigation: Investigate issues related to standard and custom entities, forms, views, charts, and business rules to identify root causes. User Administration: Perform basic administrative tasks, including managing user accounts, assigning security roles, and maintaining team structures. Escalation Management: Collaborate with developers and system administrators to escalate and resolve complex technical issues that require deeper investigation or code changes. Documentation: Create and maintain a knowledge base of common issues, troubleshooting steps, and best practices to empower users and streamline support. Communication: Clearly and effectively communicate technical solutions and updates to non-technical users, providing training and guidance where necessary. Required Skills and Qualifications Experience: 1+ years of experience in a technical support or IT helpdesk role. Core Technical Skills: Direct, hands-on experience supporting Microsoft Dynamics CRM 2013 is essential. CRM Knowledge: Strong understanding of fundamental Dynamics CRM concepts, including entities, forms, views, workflows, business processes, and the security model (roles, privileges). Problem-Solving: Excellent analytical and troubleshooting skills with a methodical approach to problem resolution. Communication: Strong interpersonal and communication skills (both written and verbal) with the ability to explain complex technical concepts to end-users. Technical Familiarity: A basic understanding of the technology stack for an on-premise CRM 2013 deployment, including Active Directory for user management and SQL Server for data concepts.