CRM SUPPORT ENGINEER

Centro per l'impiego di Torino Sud is looking for a Microsoft Dynamics 365 CRM Support Engineer, who will have the opportunity to work in an innovative context, and on challenging projects to contribute to the realization of technologically advanced CRM solutions, and who is passionate about software and its potential to move the organization forward through innovation.  Within the Customer Service/Dynamics 365 Team, the Support Engineer will investigate, track and resolve incidents occurring on the Microsoft Dynamics 365 platform used to support our customer Services processes between MSC and external clients. To achieve this, he/she will collaborate closely with the other team members (developers, tester, product specialists and product owner). He/She will be using ITIL processes. 

Key Responsibilities 

• Respond to requests for technical assistance in person, via phone, electronically
• Redirect problems to appropriate resource 
• Identify and escalate situations requiring urgent attention 
• Track and route problems and requests and document resolutions 
• Resolve incidents and respond to Service Requests via phone or email 
• Track resolution of incidents and Requests 
• Build and maintain positive relationships with our key partners particularly with the business users and application development teams to provide a point of contact for IT issues in this space 
• Investigate current issues to provide our business with solutions or workarounds to minimize business impact and especially external client impact 
• Coordinate with other IT teams to resolve complex issues across systems owned by different departments 
• Responsibility for root cause analysis to ensure issues are permanently fixed to improve the quality of our platform and the user/client experience 
• Lead major incident resolution to ensure that incidents which may have an adverse impact are appropriately resolved 
• Experience in technical troubleshooting and problem solving 
• Ability to work with other people both in IT and on the business side and under pressure 
• Drive improvements across software applications including monitoring and automation 

Qualifications and experience

• Microsoft Dynamics 365 CRM or knowledge of other CRM (es. Salesforce)
• Having worked in the L1/L2 support area, preferably in large companies 
• Knowledge in Microsoft components (.NET, SQL, Windows) 
• Knowledge in Release and Deployment Management 
• Understands application integration processes 
• Willing to learn new technologies 
• Is willing to participate in on-call duty 
• Strong communication skills in English