Job Description

Application Support Engineer - Junior, Permanent, USA
�� Salary: $35K–$45K USD (based on experience)
�� Location: 100% Remote (USA-based)

Overview of the Role

Application Support Engineer - Junior

Overview of the role
We are seeking a highly motivated Junior Application Support Engineer to join our Team in the US who will be responsible for providing Application support and training the end user on the out of the box and custom functionality developed for Sales, Dynamics 365 Project Operations, and Dynamics 365 Customer Insights modules. Training will be provided to the ideal candidate will possess strong analytical skills, excellent communication abilities, and experience supporting business applications. The role is best suitable for IT Graduates who are looking to start a career in Microsoft Dynamics 365 as Functional, Technical, Support Consultants etc roles.

Key responsibilities of the role:
• Primary point of contact for all issues and enquiries related to Dynamics 365 Customer Engagement (CE) Apps, providing timely resolution and assistance to end-users.
• Investigate, diagnose, and analyze reported issues and errors within the Dynamics 365 applications, utilizing troubleshooting techniques and diagnostic tools to identify root causes and propose effective solutions.
• Manage and prioritize incoming support tickets and service requests through our ticketing system (Jira), ensuring SLA compliance and timely resolution of issues to minimize business impact.
• Provide training and guidance to end-users on best practices, system functionalities, and new features within Dynamics 365 applications, empowering users to maximize productivity and efficiency.
• Assist with configuration changes, customization requests, and system enhancements within Dynamics 365 CE and D365 F&O, collaborating with internal stakeholders and development teams to implement changes efficiently and accurately.
• Regression testing Bug fixes, Change Requests, internal Project developments and Microsoft releases.
• Support integration processes and data management activities between Dynamics 365 CE, D365 F&O, and other integrated systems, ensuring data integrity, accuracy, and consistency across platforms.
• Ability to create comprehensive documentation including troubleshooting guides, knowledge base articles, and FAQs to facilitate self-service support and knowledge sharing among end-users and App support team members.
• Monitor system performance, health, and security parameters within Dynamics 365 applications, proactively identifying potential issues and resolving them efficiently.

Desired Experience required:
• IT graduate, associate, bachelor’s or similar education background
• Experience providing technical support, troubleshooting skills and customer service
• Analytical, requirements gathering, time management skills
• Lead and develop trusted relationships with key stakeholders
• Any IT certifications or MS Certifications desirable
• Excellent presentation, written and verbal English
• Results oriented and self-motivated to deliver with excellence