Tier II Application Support Specialist (Microsoft Dynamics 365)F

Duties

• Tier II Support & Escalation
• - Act as an escalation point for Tier II Dynamics 365 CRM issues from Tier I support
• - Troubleshoot and resolve application, configuration, and data related issues
• - Partner with Tier I support to reduce repeat incidents and improve resolution quality
• - Ticket Ownership
• - Own assigned tickets through investigation, resolution, and closure
• - Provide clear status updates and resolution details to IT and business stakeholders
• - Identify recurring issues and recommend documentation or corrective actions
• - System Configuration & Validation
• - Support configuration and maintenance of organizational and regional data in Dynamics 365
• - Validate fixes, configuration changes, and enhancements from an end user perspective
• - Assist with functional testing tied to updates or minor enhancements
• - End User Support & Enablement
• - Provide direct support and guidance to users with varying technical skill levels
• - Deliver remote training or walkthroughs as needed
• - Reinforce standard processes and best practices
• - Documentation & Continuous Improvement
• - Document common issues, workflows, and resolutions
• - Contribute to internal knowledge base and support documentation
• - Provide practical feedback to improve usability and support efficiency
• - Team Integration
• - Work as an embedded member of a blended internal/contract support team
• - Participate in regular support touchpoints as required
• - Follow established tools, ticketing systems, and operating procedures

Requirements

• 3+ years of proven experience providing Tier II or advanced application support
• Hands on experience supporting Microsoft Dynamics 365 CRM
• Strong troubleshooting and problem solving skills
• Clear written and verbal communication with a customer focused approach
• Comfortable working remotely in a collaborative team environment
• Proficiency with Microsoft Office (Word, Excel, PowerPoint)
• Functional testing or validation experience tied to requirements or user stories
• Familiarity with CRM platforms and enterprise application support
• Experience supporting distributed or multi entity organizations