Dynamics 365 Support Engineer

Veracity Software Inc; Ontario; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading company in IT Services is seeking a Microsoft CRM Engineer to provide L2/L3 support for Microsoft Dynamics 365 CRM applications. The role involves troubleshooting complex issues, collaborating with teams, and enhancing system functionality. Ideal candidates will have extensive experience in CRM support, particularly in Customer Service and Field Service modules, and possess strong problem-solving skills. This is a full-time position with a duration of over 6 months, offering the chance to work remotely.

Qualifications

• 3+ years of experience in Microsoft Dynamics 365 CRM support.
• Strong knowledge of Power Platform and CRM customization.
• Experience with SQL Server and API integrations.

Responsibilities

• Investigate and resolve CRM issues related to Customer Service and Field Service.
• Perform root cause analysis and provide solutions.
• Collaborate with business users and development teams.

Skills

Problem Solving

Analytical Skills

Communication

Tools

Power Platform

SQL Server

C#

.NET

Job description

1 month ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Duration: 6+ Months

Location: Canada/Remote

Position: 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, SLAs, and Omnichannel configurations.

Level 3 (L3) Support:

• Handle advanced troubleshooting for CRM-related 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 code-related 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 service-related processes.
• Familiarity with Azure services, API integrations, and ALM processes for the Customer Service and Field Service modules.
• Excellent problem-solving and analytical skills.
• Strong communication skills to interact with technical and non-technical 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 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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting

Referrals increase your chances of interviewing at Veracity Software Inc by 2x

Sign in to set job alerts for “Support Engineer” roles.