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Tier 2 Customer Service Engineer, Microsoft Dynamics 365
Location
United States
Posted
21 days ago
Salary
Not specified
Bachelor Degree2 yrs expExperience acceptedEnglishService Now
Job Description
• provide administration, configuration, and diagnostics in Dynamics 365 in support of the Veterans Affairs (VA) enterprise.
• Provide Tier 2 support for Dynamics 365 end-users, including user access, troubleshooting, issue resolution, and escalation to Tier 3 support as necessary.
• Investigate and resolve complex issues related to Dynamics 365 applications, modules, and integrations.
• Develop and maintain documentation for support processes, procedures, and solutions.
• Stay up to date with the latest features, updates, and best practices related to Dynamics 365.
Job Requirements
- Bachelor's Degree in computer science, information technology, or a related field plus 2 years experience, 8 years of additional relevant experience may be substituted for education.
- Minimum of 2 years of experience in a Tier 2 support role, specifically focused on Dynamics 365.
- Strong understanding of Dynamics 365 Customer Service (CRM).
- Proficiency in troubleshooting and resolving Dynamics 365-related issues.
- Experience with Dynamics 365 configuration, customization, and integration.
- Excellent analytical and problem-solving skills.
- Experience with ITIL processes and practices and the ServiceNow service management tool
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Availability to provide work during core customer hours, 8 AM to 5 PM Eastern
- Candidate must be a U.S. citizen or permanent resident and able to attain a Tier 4 Public Trust clearance.
Benefits
- comprehensive medical, dental, and vision care
- matching 401K and profit sharing
- paid time off
- training time for personal development
- flexible spending accounts
- employer-paid life insurance
- employer-paid short and long term disability coverage
- education assistance program with potential merit increases for obtaining a work-related certification
- employee recognition
- referral programs
- spot bonuses
- other benefits that help provide financial protection for the employee and their family
