Delivery and Projects Team – Johannesburg, Gauteng

Overview:

The role will be for first and second line application support with a specialization in Microsoft Dynamics 365 and involve actively engaging with internal and external customers to ensure support case resolution.

Key Responsibilities: 

• Provide 1st and 2nd line support, logging, resolving and owning support cases for customers and internal users
• Ensure SLAs are met for external and internal customers
• Differentiate between support and system enhancement requirements and escalate appropriately
• Identify enhancements to improve supportability, operability or performance of systems
• Troubleshooting of support requests for Microsoft Dynamics 365 and integrated products
• Testing new development work with the Delivery Team
• Ensuring adequate documentation is developed and maintained on all key systems and processes
• Provide user training where required to ensure correct and effective system usage
• Complete regular reports for specific customers
• Log, chase and provide progress support for issues with Microsoft
• Perform user maintenance tasks for customers where required
• Become knowledgeable in the company’s product suite
• Occasional out-of-hours support

Requirements:

• Ideally a minimum of 1 years’ experience supporting Microsoft Dynamics CRM 2015 and above
• Customer focussed; an advocate for the company
• Self-starter; proactive; flexible and determined
• Excellent communicator (written and verbal) – liaising between Internal and External customers, Technical Leads, Delivery Managers and R & D teams
• Microsoft Dynamics 365
• Previous production system support work
• Strong analytical and problem-solving skills
• Ability to adapt to changes and learn quickly
• Ability to share knowledge and contribute to a team
• IT admin experience would be advantageous
• .Net experience required