Support Engineer (Dev) - Microsoft Dynamics CRM

Job Description

Position               : Support Engineer (Dev) – Microsoft Dynamics CRM

Location               : Bangalore, India

Introduction

Microsoft CRM Dynamics is part of CSS (Customer Support Services) in the commercial space. Microsoft CRM Support is charged with providing technical support for small, medium, and large enterprises which are using the Microsoft CRM and or Microsoft CRM Online.  As the Microsoft CRM Dynamics Support team we focus on Microsoft CRM and Microsoft CRM Online and the supporting stack technologies including Microsoft IIS Server, SQL Server, SQL Reporting Services, Active Directory, Exchange, and Windows Server. It also involves areas like Setup, Performance, Networking, Directory Services, SMS, and Clusters. These specialties require targeted collaboration as needed for issues to be resolved in a timely manner by engineers who have in-depth knowledge of the product area as well as great collaboration skills.

The Role

To provide phone and email based technical support to Global Customers and Partners, while ensuring customer satisfaction with Microsoft Dynamics CRM and other Microsoft products.

RESPONSIBILITIES:

·         The candidate will be providing technical support for the Microsoft Dynamics CRM Support organization, including but not limited to Premier and Professional customer and partners

·         CRM support engineer acts as the primary technical contact, and delivers technical troubleshooting  and problem resolution for Corporate Customers including issues escalated to the highest level of management

·         Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues

·         Collaborates with Technical Leads and escalation resources when appropriate

·         The candidate will provide technical support including product technical training to peers as appropriate

·         Candidate must be able to manage critical issues by setting customer expectations, devising and implementing action plans, and professionally communicating to all parties involved.

·         Analyze problems by using trace analysis, source code, and other sophisticated debugging tools and develop solutions to meet customer needs; may involve trouble shooting custom code.

Basic Qualifications:

·         Strong knowledge and experience in ASP.NET programming  (areas like C#, ASP.NET, and VB.NET, Jscript.Net 2.0/3.0, Web services, XML, Creating windows Services, registering DLLs etc.).

·         Strong configuration and scripting skills (Customizations would be an important skill, around Workflow and Meta-data driven).

·         Good knowledge and experience in SQL Server.

·         Experience in server-side programming.

·         Basic understanding of Web servers like IIS, with respect to configuration, deployment, etc. is a definite plus.

·         Good understanding of the concepts of Operating Systems and networking is required.

·         Superior Researching, Problem Solving and Troubleshooting Skills - Thinking logically and demonstrating use of available resources Excellent and demonstrated customer service skills

·         Outstanding written and verbal communication.

·         Passion for technology and learning.

·         MCP Certified in at least one of the Microsoft scripting Technologies is an added advantage.

The position requires working in NIGHT SHIFTS and provides VOICE-BASED SUPPORT.

Reporting to      : Team Manager