Technical Support Engineer (Dynamics CRM) Job at TeKnowledge

TeKnowledge stands as the transformative catalyst for digital evolution. We enable governments and enterprises around the world to navigate the challenges with digital transformation today and tomorrow with elite cybersecurity and AI understanding, top-tier digital skilling, and technical managed services at scale.

We are recruiting to fill the position below:

Job Position: Technical Support Engineer (Dynamics CRM)

Job ID: 5050
Job Location: Victoria Island, Lagos
Work type: In-office

Overview

• We’re seeking a customer-oriented Technical Support Engineer Level 2 to work on behalf of our client to resolve complex customer cases.
• You will work with customers to resolve software issues, collaborate with colleagues to continuously improve, and deliver exceptional customer service.
• This role is expected to take cases escalated by customers and/or Level 1 Support Engineers and should provide quick and accurate support.

Responsibilities

• The Microsoft Dynamics CRM team provides support for top-of-the-line business applications from Microsoft, their partners, and their customers around the globe, including Dynamics 365 Customer Engagement (CRM), and Microsoft Power Apps and Flows etc., a next-generation software integration/automation.
• First-level Support Engineers work directly with customers on cases, maintaining communication via phone, email, and remote support screensharing.
• To resolve issues quickly, you will collaborate with peers, technical leads, high-level Microsoft engineering teams, and other product teams.

This role will:

• Act as the primary technical contact, deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including, issues escalated to the highest level of management
• Diagnose and resolve technical issues in Microsoft Dynamics CRM
• Research questions using available information resources and advise customers on appropriate action
• Collaborate on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems
• Collaborate with subject matter experts and escalation managers when additional support is needed
• Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved
• To use professional business language when communicating verbally or in written with the customers.
• Comply with and execute appropriately all specific tasks related to the position  or ad hoc tasks

Qualifications
Dynamics CRM is a good fit for you if possess the followings:

• Fluency in English (written and spoken)
• Must have completed the compulsory 1-year NYSC or have an exemption certificate
• Time Management and multitasking
• Superior researching, problem-solving and troubleshooting skills
• Excellent customer service skills (customer centric)
• Adaptability to work independently and as part of a team, bringing in experts when needed
• Passion for technology
• Self-learner, striving for continuous development
• Technical / Analytical thinking
• Basic computer usage skills
• Ability to work in dynamic environment and adapt to changes
• Ability to work under pressure

Nice-to-Have Skills/Competencies:

• Microsoft Dynamics CRM
• SQL Server
• Exchange
• SharePoint
• Azure
• IIS
• Active Directory
• Windows Server 2012 R2.