L2/L3 Support Engineer (Microsoft Dynamics 365 CRM)

Position Overview

We are seeking a highly skilled and experienced L2/L3 Support Engineer specializing in Microsoft Dynamics 365 CRM to join our dynamic technical support team. In this critical role, you will serve as the primary escalation point for advanced troubleshooting, incident resolution, and system optimization within our Dynamics 365 CRM environments. Your expertise will be instrumental in maintaining high availability, performance, and reliability of our CRM systems while ensuring seamless business operations. The ideal candidate will possess a deep understanding of Dynamics 365 CRM architecture, strong analytical capabilities, and a proven track record in resolving complex technical issues under pressure.

Key Responsibilities

As an L2/L3 Support Engineer, your core responsibilities will include:

• Advanced Technical Support: Provide second-level and third-level support for Microsoft Dynamics 365 CRM, addressing escalated incidents, service requests, and complex technical challenges with precision and efficiency.
• Incident Resolution & Root Cause Analysis: Conduct thorough investigations into application incidents, perform in-depth Root Cause Analysis (RCA), and implement sustainable solutions to prevent recurrence, ensuring minimal disruption to business operations.
• System Monitoring & SLA Compliance: Proactively monitor system performance, availability, and reliability to ensure adherence to Service Level Agreements (SLAs) and IT Service Management (ITSM) standards. Identify and address potential issues before they impact end-users.
• Production Support & Environment Maintenance: Assist in production deployments, releases, and environment maintenance activities, including patch management, upgrades, and configuration changes, while adhering to best practices and organizational policies.
• Cross-Functional Collaboration: Work closely with development teams, business stakeholders, and third-party vendors to resolve both functional and technical issues, ensuring alignment between IT solutions and business requirements.
• Integration Support: Provide expert-level support for integrations between Dynamics 365 CRM and other enterprise applications, including REST APIs, middleware, and data synchronization processes, to maintain seamless workflows across systems.
• Documentation & Knowledge Management: Develop, maintain, and update technical documentation, knowledge base articles, and support procedures to enhance team efficiency and ensure consistent service delivery.
• On-Call Support & Escalation Management: Participate in on-call support rotations as needed, responding to critical incidents and service disruptions with urgency and professionalism to restore service as quickly as possible.
• Continuous Improvement: Drive continuous service improvement initiatives by analyzing recurring issues, identifying trends, and recommending enhancements to system performance, security, and usability.

Qualifications & Requirements

To excel in this role, candidates must meet the following qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related technical field. Relevant certifications in Microsoft Dynamics 365 CRM or related technologies are highly desirable.
• Experience: Minimum of 4 years of hands-on experience in Application Support or Microsoft Dynamics 365 CRM Support, with a strong focus on troubleshooting, incident management, and system administration.
• Technical Proficiency: In-depth knowledge of Microsoft Dynamics 365 CRM, including its architecture, modules, and best practices for administration and support. Experience with SQL Server and CRM data troubleshooting is essential. Familiarity with REST APIs and integration technologies is a significant advantage.
• Process & Compliance: Solid understanding of ITSM processes, incident management frameworks, and Root Cause Analysis methodologies. Experience working within structured IT environments with defined SLAs and operational guidelines.
• Soft Skills: Exceptional analytical, problem-solving, and communication skills, with the ability to articulate complex technical concepts to both technical and non-technical stakeholders. Strong time management and prioritization skills to handle multiple tasks in a fast-paced environment.
• Location & Availability: Willingness and ability to work onsite in Saudi Arabia, with flexibility to support business hours and, when necessary, participate in after-hours on-call rotations.