L2 Technical Support Specialist - Microsoft Dynamics 365

IBM Computing; Ciudad de México; Presencial; MXN 25,000 - 35,000; Jornada completa

Descripción de la vacante

A leading technology company based in Mexico City is seeking a professional to support and maintain the Microsoft Dynamics 365 Case Management platform. The role includes user management, troubleshooting, and collaboration with technical teams for issue resolution. Candidates should possess strong functional knowledge of Dynamics 365 and basic API understanding. This position is ideal for individuals with a knack for problem-solving and data management.

Formación

• Strong functional knowledge of Microsoft Dynamics 365 case management.
• Experience with non-code configuration in Dynamics 365.
• Ability to troubleshoot issues and perform data fixes.

Responsabilidades

• Support and maintain Dynamics 365 Case Management platform.
• Resolve common functional issues and perform data changes.
• Collaborate with L3 for advanced issue resolutions.

Conocimientos

Microsoft Dynamics 365

User management

Dataverse knowledge

API understanding

Troubleshooting skills

Descripción del empleo

Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio

Your role and responsibilities

Support and maintain Microsoft Dynamics 365 Case Management (CRM) platform. This role will focus on user management, recurring issue resolution, configuration changes, and basic functional troubleshooting. For issues that require a code change or solution customizations, the practitioner will conduct an analysis for the required fix in the solution/code and work closely with the L3 support team that will execute the fix.

Key Responsibilities - L2 Support

• Handle user account creation, user removal, modification, and access requests in Dynamics 365, Entra, and ServiceNow.
• Investigate and resolve common functional issues such as:
• User unable to resolve a case or perform a function.
• Client ERP sync errors.
• Other recurring system errors.
• Assess whether an enhancement request can be achieved via configuration without code changes; analyze and elevate to L3 when required.
• Reproduce and document defects to assist with root cause analysis.

Configuration & Data Management

• Perform non-code configuration changes in Dynamics 365:
• Update categorization values.
• Adjust user settings and preferences.
• Maintain and adjust reports, views, and filters.
• Update default order source settings.
• Execute simple data fixes and small-scale data corrections in Dataverse.
• Support basic workflow and Power Automate flow troubleshooting.

Access & Tools

• Operate with a customized CM operations role (based on Workforce Manager baseline) instead of full system admin rights.
• Access logs and diagnostic data including Plugin Trace Logs and (future) App Insights for issue analysis.
• Support basic troubleshooting of integrations, primarily API-related issues.

Collaboration & Escalation

• Work closely with L3 technical teams for advanced issues and defect resolution.
• Participate in transition and knowledge-transfer sessions to refine scope of recurring vs. new issues.
• Document operational procedures and recurring fixes for reuse.
• Proactive monitor performance issues in existing integrations and elevate to L3 team.

Required technical and professional expertise

Required Skills & Experience

• Microsoft Dynamics 365 – strong functional knowledge of case management.
• Basic administration skills for user and access management.
• Experience with non-code configuration in Dynamics 365 (views, filters, categorization custom mechanism fix through data fix, settings).
• Familiarity with Dataverse for data storage and structure.
• Ability to troubleshoot recurring issues and perform simple data fixes.
• Basic understanding of APIs and system integrations.

Preferred technical and professional experience

Nice-to-Have / Future Skills

• Deeper technical knowledge of Dynamics 365 to extend issue resolution capabilities.
• Experience with XrmToolbox and FetchXML for complex/bulk data operations.
• Ability to analyze Plugin Trace Logs and Azure App Insights.
• Experience with Power Automate and Power BI.
• Basic JavaScript knowledge for Dynamics form and button troubleshooting.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.