Support Technician (MS Dynamics CRM)

Purpose of job:

The Learning Lab (TLL) is seeking an exceptional Support Technician to manage and handle support tickets for our MS Dynamics CRM.

Accountabilities, responsibilities, and main duties:

Job responsibilities

• Provide first-level support for Microsoft Dynamics 365 CRM and .NET portals, addressing inquiries, issues, and requests from end-users.
• Manage and monitor support tickets, ensuring timely responses, proper categorization, and accurate documentation of issues and resolutions.
• Assist in diagnosing and triaging user-reported problems, gathering relevant information, and escalating issues to senior support or vendor team members when necessary.
• Basic root cause analysis reported issues related to Dynamics CRM and .NET portals, adhering to established guidelines and processes.
• Work closely with senior support members and vendor team to resolve complex issues .
• Assist in creating and maintaining training materials to educate end-users about CRM functionalities and portal usage. Document all user interactions and issue resolutions in the support ticketing system.
• Stay updated with the latest features and updates in Microsoft Dynamics 365 CRM and .NET portals to provide accurate and timely support.
• Cultivate a customer-focused attitude, ensuring end-users receive professional and efficient assistance.
• Generating reports
• Developing and running daily /weekly scripts to prevent issues from happening
• Other IT related duties that may be assigned.

Technical requirements:

• Preferably minimum 1 years of experience in providing L1 support for Microsoft Dynamics 365 CRM or any related CRM systems.
• Experience in .Net, C#, and SQL scripts is preferred.
• Experience in using MS Azure DevOps.
• Knowledge in service ticket system (Not Compulsory)

Snapshots of our ideal candidate:

• Possesses minimum Diploma in IT or Computer Science
• Minimum 1 year work experience work experience

(fresh graduates are welcome to apply too)

• At least 1 year working experience in Microsoft Dynamics 365 CRM functionalities and .NET portal operations.
• Strong analytical and problem solving skills.
• Strong diagnostic and troubleshooting skills for basic technical issues.
• Excellent verbal and written communication skills for effective user interaction and documentation.
• Able to work with in a team and individually
• Possess a can-do attitude.
• Takes initiative to do the right things
• Ability to maintain a customer-focused approach and provide professional support.
• Ability to work collaboratively with senior support and vendor team members.
• Able to work under stress and stringent timelines