Dynamics 365 & Power Platform 2nd line Support Engineer
Posting Date: 6 Sep 2024
As a D365 and Power Platform Support Engineer, you will be responsible for supporting Dynamics 365 and Power Platform based applications of our key clients in the membership sector. We are looking for people who have an outstanding ability to see how parts interact with the whole ensuring that a solution for a problem is indeed the correct course of action. You'll need to troubleshoot system problems, perform root cause analysis and provide insight in system improvements and can propose/deliver solutions based on your findings.
Strong communication skills in English, both written and verbal, are essential. Updates to customers will be shared via the ticketing system as well as via support calls directly with customers. You will need an ability to explain complex technical issues in a way that non-technical people may understand.
This is a demanding role which will require you to retain objectivity and an ability to quickly assess customer requirements resulting in a positive experience for both colleagues and customers.
You'll be working alongside an enthusiastic, creative and motivated team, and will need to be a team player who can demonstrate a desire to delight customers through every interaction.
Key Accountabilities:
* Maintain internal ticketing information to reflect full customer interaction history and forward action plans if not resolved.
* Responsible for handling urgent priority tickets and come up with solutions to resolve the incidents and handle P1 incident resolution communications with stakeholders.
* Acquire knowledge and technical documentation required of new projects that will be transitioned to BAU support.
* Produce problem identification, RCA and Remediation/Solution options documents and work closely with Development team to get these actioned.
* Ensure Incident SLAs are met by the support team by prioritisation of own (and teams) workload according to Incident priority and SLAs.
* Mentoring/Training and Reviewing solutions to incidents/RCA work done by other support team members.
* Microsoft Dynamics 365.
* Understand solutions, system jobs/processes/cloud flows, Business Process Flows, JS scripts, .net plugin code used in the solutions.
* FetchXML Experience.
* XRM Toolbox.
* Power Automate.
* Common Data Model.
* Common Data Service.
* Knowledge of other D365 modules like Customer Insights, Customer Voice.
We offer:
* Life Assurance and Group Income Protection.
* Private medical cover with cash plan.
* Enhanced Company Pension.
* Hybrid-working model with 25 days annual leave + your birthday off.
* Enhanced maternity, paternity and adoption pay.
* Generous training budgets and reimbursement for professional memberships.
If you want to be a part of a fast-growing PE-backed organisation - APPLY now!
Why ClearCourse?
We're a rapidly growing collaborative of disruptive technology innovators, working together to build a brilliant software and payments business.
As a ClearCourse employee, you’ll get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business that has recently been named one the UK's Best Workplaces For Wellbeing in 2023.
At ClearCourse we're committed to an inclusive culture and are keen to attract diverse individuals who thrive in a flexible working environment. If you have a disability or need any reasonable adjustments during the application and interview stages, please let us know.
Across our business, we’re investing in our people, expanding our expertise, and developing our vision. Want to get on board? We’d love to speak with you.
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