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L1 Support Engineer - Microsoft Dynamics

Akshaya IT Business solutionsChennai

13 days ago

Job description

Role : Microsoft Dynamics CRM - L1 Support

Location : Chennai, India (On-site)

Experience : 2-5 Years

Job Type : Full-time

Job Overview :

We are seeking a dedicated and technically oriented Microsoft Dynamics CRM - L1 Support Engineer with 2-5 years of experience to join our team in Chennai. You will be the first point of contact for end-users experiencing issues with our Microsoft Dynamics CRM system, providing critical technical support, troubleshooting, and escalating complex problems. This role requires a solid understanding of Dynamics CRM functionalities and a commitment to delivering excellent user support.

Responsibilities :

Provide first-line technical support for users of Microsoft Dynamics CRM, addressing inquiries and resolving incidents promptly and efficiently.
Conduct initial troubleshooting and diagnosis of reported issues related to Dynamics CRM functionalities, user access, data entry, and basic configuration problems.
Log all support requests and technical issues accurately and comprehensively in the designated ticketing system, ensuring proper categorization and prioritization.
Escalate complex or unresolved issues to L2 / L3 support teams or relevant technical experts, providing detailed documentation of troubleshooting steps taken and observations.
Guide users through basic CRM functionalities, common tasks, and self-service options, improving user proficiency and reducing repeat issues.
Assist with basic user administration tasks within Microsoft Dynamics CRM, such as password resets, user creation / deactivation, and role assignments under supervision.
Monitor CRM system health and performance, reporting any anomalies to senior technical teams.
Create and maintain knowledge base articles, FAQs, and support documentation for common CRM issues and resolutions.
Collaborate with L2 / L3 support and development teams to understand known issues, upcoming changes, and provide feedback on recurring problems.
Participate in basic testing of CRM fixes or minor enhancements before deployment to production environments.
Adhere to defined Service Level Agreements (SLAs) for incident response and resolution times.
Maintain a professional and helpful attitude while interacting with end-users, ensuring a positive support experience.

Required Skills :

2-5 years of hands-on experience in providing technical support for Microsoft Dynamics CRM.

Strong understanding of Microsoft Dynamics CRM functional modules (e.g., Sales, Service, Marketing).

Proficiency in using CRM applications from an end-user and basic administrative perspective.

Solid experience with troubleshooting common CRM user issues and system errors.

Familiarity with ticketing systems (e.g., Jira, ServiceNow, Zendesk) for incident logging and tracking.

Basic understanding of database concepts and how data is structured in CRM (e.g., entities, fields).

Ability to follow defined support processes and escalation procedures.

Excellent verbal and written communication skills to effectively interact with users and technical teams.

Strong problem-solving and analytical skills for diagnosing technical issues.

Good organizational skills and attention to detail.

Ability to work effectively in a team-oriented environment.

Desired Skills and Experience :

Basic knowledge of SQL for simple data lookups or verification (not for writing complex queries).

Familiarity with Microsoft Power Platform (Power Apps, Power Automate) concepts.

Experience with user training or creating support documentation.

ITIL Foundation certification.

ref : hirist.tech)

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L1 Support Engineer • Chennai