As a Microsoft Dynamics 365 Support Engineer (SE), you will leverage existing skills and learn new skills around Dynamics 365 applications including (but not limited to) Sales, Customer Service, Field Service and Marketing. We’ll provide you with abundant resources, including training, advanced diagnostic tools, the Microsoft Dynamics 365 product group, and the experience of tenured engineers around you. You will also have the opportunity to collaborate and help your colleagues by sharing the results of your investigation. In this professional role, your contribution and overall impact is self-directed and the opportunities are plentiful.
Responsibilities
Be part of a team and develop your skills as you solve complex technical issues in Microsoft Dynamics 365.
Own the customer experience and provide technical documentation for the troubleshooting steps.
Report software bugs and be an advocate for product improvement.
Document your knowledge and share it with others.
Use tools for debugging and root cause analysis.
Provide in-depth technical support for customer service delivery via telephone, written correspondence, or electronic service regarding technically complex, escalated problems.
Engage and collaborate with other Microsoft groups, including escalation teams and the development team, in gaining resolution to critical, complex issues.
Provide exceptional customer service in politically charged environments.
Represent Microsoft professionally in customer and partner onsite visits, where travel may be required.
Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc.
Participate in planned team-wide shift rotations to cover business needs, including 24x7 “On-Call” responsibilities and extended (evening shift).
Present technical content to various audiences including customers, partners, and internal stakeholders.
Qualifications
5 or more years industry experience working with external customers.
Degree in Management Information Systems, Computer Science, Computer Information Systems, Computer Engineering, related technical degrees or applicable industry experience
Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to excel in a team environment is essential.
Excellent Communication Skills - verbal, listening, and written (including technical writing)
Passion for technology, lifelong learning and professional development.
Preferred Qualifications:
Experience working with Enterprise customers
Industry experience with Microsoft stack (or comparable) technologies.
Working knowledge of Microsoft (or other) SQL Databases (T-SQL, Indexes, Stored Procedures, etc.) and Active Directory
A fundamental understanding of IIS/Apache, troubleshooting website issues/HTTP responses
Ability to troubleshoot networking issues, database or scripting issues using tools like Message Analyzer, SQL Profiler and browser debuggers, etc.
Ability to read and analyze network traces, Fiddler, SQL traces, etc.
Current Microsoft IT Certification (Ex. MCSE, MCSA, MCSD, MCTS)
Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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