Deputy Manager, MS Dynamics CRM 365, technical, CRM L2 / L3 Support

L2 Support Specialist will play a crucial role in providing advanced technical support and expertise, handle escalated issues, perform in-depth troubleshooting, and collaborate closely with other support tiers and technical teams to ensure timely resolution of complex problems Investigate and resolve escalated technical issues related to Microsoft Dynamics 365 modules, including CRM, Finance, Supply Chain Management, Sales, and Customer Service Utilize advanced diagnostic tools and techniques to identify root causes and implement effective solutions

 

Serve as a point of escalation for unresolved issues from the first-level support team. Collaborate with peers, senior support personnel, and development teams to address complex technical challenges and ensure timely resolution within established SLAs

Develop and maintain an in-depth understanding of Dynamics 365 applications, architecture, and integration points. Stay updated on the latest product updates, patches, and best practices to provide accurate guidance and support to end-users and colleagues Conduct thorough analysis of recurring issues, system errors, and performance bottlenecks to identify underlying patterns and trends.

 

Work proactively to implement preventive measures and long-term solutions to enhance system stability and reliability. Contribute to the creation and enhancement of technical documentation, troubleshooting guides, and knowledge base articles. Share expertise and best practices with the support team to improve overall competency and efficiency. Foster strong working relationships with cross-functional teams, including development, infrastructure, and business units, to facilitate effective communication and problem resolution.

Participate in regular meetings and discussions to share insights, coordinate activities, and drive continuous improvement initiatives

Perform thorough testing of proposed solutions, patches, and configuration changes in sandbox or development environments before implementing them in production. Ensure that all changes adhere to established change management processes and compliance requirements

Assist in the delivery of advanced user training sessions, workshops, and knowledge transfer sessions to enhance user proficiency and self-service capabilities. Provide ongoing support and guidance to users on complex system configurations and customizations.