Handles the tickets routed by L1 support or can themselves produce tickets for any issue is observed.
Deeper functional understanding of systems and applications. Handle complex problems that require a higher level of expertise.
Execute and carry out the required technical work to bring about a resolution to the initial issue.
Working the life cycle of a help desk incident.
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 Sales, and Customer Service
Stay updated on the latest product updates, patches, and best practices to provide accurate guidance and support to end-users.
Conduct thorough analysis of recurring issues, system errors, and performance bottlenecks to identify underlying patterns and trends.
Provide ongoing support and guidance to users on complex system configurations and customizations MS Dynamics CRM.

What should you bring along

Strong functional knowledge in MS Dynamics, Power Platform, Azure cloud
Ability to work under pressure and manage highly critical production incidents.
Ability to work in a fast-paced and dynamic environment.
Excellent communication skills.
Ability to co-ordinate with peer members and be an active team player.
Excellent analytical skills.

Must have technical skill

MS Dynamics CRM, Power platform,Azure Microsoft Entra, Admin Center

Good to have technical skills

SQL, XML, and JSON

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MS Dynamic CRM Ops Engineer