DYNAMICS CE SUPPORT ENGINEER

SUMMARY:
The Technical Support Engineer's primary focus will be ensuring that all Microsoft customers are very satisfied with the e ectiveness and e ciency 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 e ectively manage cases and sub-cases to ensure timely and high-quality communication with customers and resolution of all issues. They will develop a relationship with their technical peers for the technology they support and related technologies to ensure improved collaboration and satisfaction in support.
Responsibilities Response and Resolution
Reviews issues and contacts customers to understand issues. Ensure customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
Resolves or escalates multiple and varied customer issues. Documents technical work and research.
Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.
Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Readiness
Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics. Product/Process Improvement
Provides feedback to improve products to more senior engineers or technical advisors.
Identifies potential defects and escalates to more senior engineers to resolve.
Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.
Follows processes provided by the business.
Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.
Qualifications Required
Bachelor's degree in computing science or an IT-related field or has a strong interest in IT field and self-learned computer language and basics.
Demonstrate strong customer service attributes
Exhibit analysis, problem resolution, judgement and decision-making skills in order to assist customer with their technical issue
Knowing about some C#/C++/Java or other programming language is preferable.
Past experience of support professional in IT field or IT technical Consultant will add extra points.
Microsoft Dynamics 365 CE Experience would be beneficial but not essential.
Having knowledge of other Microsoft stack technologies would be appropriate instead (such as SQL Server, IIS, ADFS, Visual Studio).
Language Qualification
English Language: confident in reading, writing and speaking.
Contact:
Mr. Tong Huu Bao (Steven)
[protected info]
+84 28 7109 6185 (Ext. no: 101)
iTechwx Company Limited
12th Floor, Opal Tower 92 Nguyen Huu Canh, Ward 22, Binh Thanh District, HCMC