Dynamics Bc Technical Support Engineering

hace 6 días

San José, Costa Rica Microsoft Corporation A tiempo completo

Provides technical support to customers, partners, field engineers, and other product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, or networked and/or wireless systems. Works with customers to review and resolve issues. Performs troubleshooting and related analyses; escalates issues as appropriate or serves as the escalation point for highly complex issues. Collaborates on cross-team issues and provides feedback to improve products, resolve bugs, and automate processes. Participates in ongoing training and readiness programs.

**Responsibilities**:
Responsibilities

Response and Resolution
- Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures 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 customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research.
- Performs in-depth product troubleshooting and remediation when needed.
- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.
- Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience

Readiness
- Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops readiness content. Mentors new Technical Support Engineers. Develops intermediate level competence on support topics.

Product/Process Improvement
- Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement.
- Identifies potential defects and escalates to more senior engineers to resolve.
- Applies broad knowledge of automated tools being used across other technologies and products. Provides feedback for tool improvement.
- Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.
- Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. Utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.

Other
- Embody our culture and values

**Qualifications**:
Qualifications

Required/Minimum Qualifications
- 1+ years of experience in ERP systems like Dynamics, SAP, PeopleSoft, NetSuite ERP, Oracle ERP Cloud, Epicor, and/or related. Preference given to those with existing Dynamics BC (Business Central) experience.
- 1+ years of experience in ERP working in one or more of the following Technology areas:

- Understanding of SysInternals tools - Process Monitor, Process Explorer
- Programming skills are useful - basic knowledge (ability to read code and write simple programs)
- Understanding of IIS, troubleshooting website issues/HTTP responses
- Network debugging skills (Fiddler, Network Monitor / Wireshark / Message Analyzer)
- Understanding of data management and migration concepts
- Strong knowledge of operating systems (Windows and/or Linux)
- Good knowledge of Microsoft SQL and Active Directory
- Working experience of Visual Studio, SharePoint or Exchange

Additional or Preferred Qualifications
- 2+ years in a customer facing service role in any capacity
- Strong customer service, accurate and logical problem solving
- Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring
- Excellent Communication Skills - verbal, listening, and written (including technical writing).
- Interpersonal and relationship skills proven through work experience
- Passion for lifelong learning and personal and professional development
- Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloud products or other Cloud Management System
- Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS)
- Degree in Engineering, Business Administration, Management Information Systems, Computer Science, Computer Information Systems or Computer Engineering

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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