Microsoft Dynamics 365 Tier 2 Customer Service Engineer / System Administrator
United States
Full-time
2 weeks ago
No H1B
Key skills
Dynamics 365 Customer ServiceDynamics 365 configurationTroubleshooting Dynamics 365ITIL processesServiceNowMicrosoft Dynamics 365 certificationAnalytical skillsCustomer-orientedMicrosoft Azure knowledgePower Platform knowledgeMonitoring toolsProblem-solving skillsCommunication skillsInterpersonal skillsTeamworkIndependent workAzureDynatraceCRMCommunication
About this role
Initiate Government Solutions (IGS) is a Woman-Owned Small Business and a fully remote IT services provider supporting federal partners nationwide. They are seeking a highly skilled Microsoft Dynamics 365 Tier 2 Customer Service Engineer / System Administrator to provide advanced support and resolution to end-users of the Dynamics 365 platform, ensuring effective communication and problem-solving skills are utilized.
Responsibilities:
- 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
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
- Active VA Public Trust
- Microsoft Dynamics 365 certification
- Experience in a fast-paced, customer-oriented environment
- Microsoft Azure and Power Platform knowledge is advantageous
- Experience with monitoring tools like Dynatrace and Application Insights is a plus