Dynamics 365 Support Engineer
Dynamics 365 Support Engineer
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Job Description
Role: Dynamics 365 Support Engineer
Duration: 6 months
Location: Remote (should be present in Canada)
Microsoft CRM Engineer to provide L2/L3 support for Microsoft Dynamics 365 CRM applications. The ideal candidate will troubleshoot diagnose and resolve complex technical issues related to the Customer Service and Field Service modules ensuring the smooth operation and performance of the CRM system. This role involves working closely with business users developers and infrastructure teams to enhance system functionality and optimize customer experiences in these modules.
Key Responsibilities:
Level 2 (L2 Support:
- Investigate and resolve moderately complex CRM issues related to Customer Service and Field Service functionalities workflows data integrity and performance.
- Act as the primary point of contact for escalations from L1 support teams.
- Perform root cause analysis and provide workarounds or permanent fixes.
- Assist with CRM configuration security roles and access management within the Customer Service and Field Service environments.
- Collaborate with business users to understand issues and document solutions in a knowledge base.
- Support case management service level agreements (SLAs) and Omnichannel configurations.
Level 3 (L3 Support:
- Handle advanced troubleshooting for CRMrelated technical problems including API failures custom plugins integrations and issues specific to Field Service Scheduling Work Order Management and Resource Scheduling.
- Work with development teams to analyze and resolve coderelated defects in customizations plugins or workflows particularly within Field Service and Customer Service.
- Perform system upgrades patch deployments and release management for the Customer Service and Field Service modules.
- Optimize SQL queries data storage and CRM performance tuning to enhance Customer Service and Field Service operations.
- Engage with Microsoft Support for critical escalations and service requests.
Required Skills & Qualifications:
- 3 years of experience in Microsoft Dynamics 365 CRM (CE) support implementation or development with a focus on Customer Service and Field Service modules.
- Strong knowledge of Power Platform (Power Apps Power Automate) and CRM customization particularly in service modules.
- Expertise in CRM Security Model Business Rules Workflows plugins and JavaScript in Customer Service and Field Service contexts.
- Experience with SQL Server FetchXML SSRS and Dataverse.
- Knowledge of C# .NET and CRM SDK for debugging and customization especially for servicerelated processes.
- Familiarity with Azure services API integrations and ALM processes for the Customer Service and Field Service modules.
- Excellent problemsolving and analytical skills.
- Strong communication skills to interact with technical and nontechnical stakeholders.
Preferred Qualifications:
- Microsoft Certified: Dynamics 365 Customer Engagement (CE) certifications.
- Experience in Azure DevOps CI/CD pipelines and Power BI.
- Knowledge of ITIL processes for incident and change management with an understanding of service operations in the context of customer support and field service.
- Experience with Omnichannel for Customer Service Field Service Mobile App Work Order Management and Service Scheduling in Dynamics 365 CRM.
Additional Information :
Location: Remote (should be present in Canada)
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
