Ms CRM Dynamics 365 Support Specialist

6 days ago

Singapore TLL BUSINESS MANAGEMENT SERVICES PTE. LTD. Full time

**Key Responsibilities:
**Level 1 Support (Basic Troubleshooting and User Support)**:

- Troubleshoot basic user-reported issues, including login problems, permissions, and user interface errors.
- Assist with **password resets **, user account management, and basic configuration issues.
- Create and manage support tickets in the service management tool (e.g., ServiceNow, Jira, ManageEngine).
- Escalate complex issues to **Level 2 **to external vendors and identify the root cause problems, work with vendors and response within the agreed SLA.
- Conduct routine health checks to ensure the proper functioning of the platform.
- Provide training to users on new features, system updates, or best practices.

**Level 2 Support (Advanced Troubleshooting and Configuration)**:

- Investigate and resolve more complex issues related to Dynamics 365 customizations, configurations, workflows, and data integrations.
- Perform root cause analysis for system errors, performance issues, or failed integrations.
- Handle troubleshooting of Dynamics 365 plugins, workflows, business rules, and custom entities.
- Manage **system configurations **, including user roles, security roles, permissions, and business units.
- Support **data migration **, **data imports/exports **, and resolve issues related to data integrity.
- Assist with the configuration and customization of **Dynamics 365 entities, forms **, and **views **to meet business needs.
- Collaborate with the development team on **custom plugins **, **scripts **, or **business logic **.
- Perform testing and validation on Dynamics 365 customizations or updates before deploying changes to production.
- Document and maintain troubleshooting steps, known issues, and common resolutions for team knowledge base.

**Key Skills & Requirements
**Technical Skills**:

- Experience with **customizations **including entity creation, form design, views, dashboards, and business rules.
- Familiarity with **Power Automate **, **Power BI **, and **PowerApps **for automation and reporting.
- Basic knowledge of **JavaScript **for form customizations and client-side scripting.
- Familiarity with **SQL **and **Advanced Find **queries for reporting and troubleshooting.
- Experience with **data imports/exports **and **data integrity issues **.
- Understanding of **Microsoft Azure **and cloud-based deployments of Dynamics 365.
- Ability to troubleshoot Dynamics 365 **system performance **and user experience issues.

**Experience**:

- 1-3 years of experience in **Microsoft Dynamics 365 support **or administration (for L1).
- 3-5 years of experience in **Dynamics 365 administration **, **customization **, or **technical support **(for L2).
- Experience supporting **CRM **or **ERP **solutions is a plus.
- Familiarity with integration tools such as **Azure Logic Apps **is a plus.
- Experience with **Power Platform **(Power Automate, Power BI) is highly desirable.

**Soft Skills**:

- Strong problem-solving skills with the ability to analyze complex technical issues.
- Excellent communication skills, both written and verbal, with the ability to communicate technical information to non-technical users.
- Ability to work under pressure and prioritize multiple tasks effectively.
- Strong attention to detail and a customer-oriented approach to service.
- Ability to work independently as well as collaboratively in a team environment.
- Good organizational and documentation skills.

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