Dynamics CRM Technical Support

For one of the leading IT Company Based out of Bangalore

Dynamics CRM Technical Support Professional Profile

Each Support Professional must have at a minimum, the following qualifications prior to handling customer incidents unsupervised:

This person will be responsible for delivering Dynamics CRM Online and Dynamics CRM On-Premise support for all the Global customers and partners.  Their primary focus will be ensuring that all the customers and partners are very satisfied with the effectiveness and efficiency of the support they receive.  Utilizing knowledge of the customer environment, they will deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. They will effectively manage cases and sub-cases to ensure timely and high quality communication with customers and partners and resolution of all issues. They will develop a relationship with their technical peers for the solution they support and related technologies in order to ensure improved collaboration and satisfaction in support.

Minimum Qualifications:                                                

·         Excellent demonstrated customer service skills

·         Solid communications skills

·         Strong problem solving skills

·         Technical writing skills

·         Working knowledge of microcomputers and Microsoft technologies

·         Ability to effectively communicate with leaders and executives at our customers and partners regarding technical and business issues.

·         Demonstrated technical competence with Microsoft Windows Server 2003/2008, Internet Information Server (IIS), Microsoft Exchange Server, SQL Server and Microsoft Office applications.

·         Working knowledge of Microsoft® Windows 2003 and 2008 Server; specifically

~        Internet Information Services (IIS) administration

~        DNS/Networking

~        Active Directory administration

·         Ability to work in a fast paced environment

·         Works well in a team environment

·         English proficiency

·         Effective learning skills

·         Passion for Technology

Preferred Qualifications:

·         4 years technical degree or equivalent work experience, plus 4 years’ experience in technical support or MIS in an Enterprise environment.  Ability to properly use all Microsoft tools, including MSSolve, Knowledge Base, Internet and Intranet Resources.

·         Ability to search and understand KB articles to efficiently troubleshoot customer issues.

·         Excellent demonstrated organizational, time management, project management, and negotiation skills.

·         MCP Certified in at least one of the Windows® Server Operating Systems and one of the following: SQL Server, IIS, or SharePoint.

·         Microsoft Certified System Engineer certificate

Technology Specific Skill Requirements:

To be successful working with Dynamics CRM, there are a number of specific technologies in which engineer must have a working knowledge, requiring a hybrid between an administrative and developer profile.

SQL

Candidate must have a good understanding of SQL development activities in addition to SQL administration.  Candidate must be familiar with SQL Connectivity (ports, setting up ODBC connections), TSQL (SELECT statements to retrieve data from a database), SQL Server Management Studio for administrative tasks (such as Backup/Restore, changing processor affinity, changing RAM allocation, browsing tables/views, configuring security, etc).  Experience with SQL Server Profiler is a plus.

Active Directory

Candidate needs to know how to setup/install active directory (dcpromo), join client machines to the domain, troubleshoot issues with joining client machines to the domain (connectivity between the client and domain, DNS name resolution, etc.), understand how to setup a Group Policy Object within Active Directory, as well as understanding how to determine if Group Policies are being applied to a computer or user.  They should have a good understanding of Active Directory related tools, such as dcpromo, gpupdate, gpresult, resultant set of policies, adsiedit, and ldp.exe.  The candidate should also have a good understanding of authentication, including an understanding of Kerberos, Service Principal Names, time synchronization, and the effects of logging out of a machine and back into the machine (renewal of Kerberos tickets).

Candidate should also have a good understanding of Active Directory administration and organization (forests, domains, trusts, sites, and replication).

Internet Information Services (IIS)

Candidate needs to have a working knowledge in IIS, including how to setup a website, host multiple websites on a single IIS server, manage site permissions, and configure bindings on the site.  In addition, candidates must be able to distinguish between IIS authentication methods (Anonymous, Windows Integrated, etc) and understand how each authentication method works.  Candidates must be familiar with configuring Service Principal Names for Kerberos authentication with IIS.  Candidates must possess the ability to analyze IIS logs to troubleshoot issues, as well as to troubleshoot client connectivity/rendering issues (400, 401, 404, and 500 response codes from IIS).

Networking/DNS

Candidate must have good conceptual knowledge around networking technologies (TCP/IP) and DNS.  Candidate should be able to explain DNS concepts, setup, and configuration (Forwarders, forward/reverse lookup zones, record types).  They should understand how to troubleshoot networking-related issues, and understand the use of networking tools such as ping, tracert, nslookup, and telnet.  Ability to capture network traces and analyze results is preferred.

Troubleshooting

Candidate must possess outstanding troubleshooting skills to assist in troubleshooting complex abstract situations.  Outstanding reason and logic are instrumental in a candidate being successful in this role.  A candidate with good skills in this area will be able to quickly isolate an issue, eliminating possibilities in an efficient manner.

This position requires working in Night Shift & provide Voice Support to the Global Clients