IT Support Engineer - Dynamics 365 Customer Engagement (m/f/d)
Amadora (Amadora)
Job description
Create a better #TomorrowWithUs
At Siemens, we believe that technology with purpose has the potential to solve the greatest challenges of our time. With over 300 thousand of the world’s most brilliant minds and the power of a presence in more than 190 countries, we make a truly global impact.
At the Lisbon Tech Hub, we drive change in our businesses and services, from Portugal to the world, in areas such as Cybersecurity, Software Development and Testing, Big Data, Artificial Intelligence, Cloud, and many more.
With around a decade of history, the Lisbon Tech Hub is the home of the new technologists – Dream Builders, Impact Creators & Future Makers.
Are you one of them? Join us!
Your mission will be…
Our company is seeking an experienced L2 Support Engineer to join our Dynamics 365 Customer Engagement team. In this role, you will be responsible for providing technical support and troubleshooting assistance to users of several Dynamics 365 Customer Engagement applications.
You will work closely with other members of the support team to ensure that customer issues are resolved quickly and efficiently.
Responsibilities:
- Provide Level 2 technical support to end-users.
- Troubleshoot and resolve issues related to application functionality, database issues, configuration, and user errors.
- Collaborate with Level 3 support team and escalate issues as necessary to ensure timely resolution.
- Conduct root cause analysis and provide recommendations for process improvements to prevent recurring issues.
- Communicate technical issues and solutions to non-technical stakeholders in a clear and concise manner.
- Participate in testing and validation of system upgrades and enhancements.
- Create and maintain technical documentation related to support processes, procedures and application functionality.
- Contributing to the tech expert community
- Contribute on the training of Local Experts
- Manage the communications between the customer (Local Expert) and the Development team during the incident resolution process.
We are looking for someone with…
- Availability to work between 17h00 and 02h00 - PT Time.
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 2+ years of experience in providing Level 2 support on CRM applications
- Strong knowledge of Dynamics 365 application architecture, configurations, and related technologies.
- Experience in troubleshooting complex issues related to application functionality, database, configuration and user errors.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills (EN) to collaborate effectively with team members, customers and other stakeholders.
- Ability to manage and prioritize multiple support tickets and tasks simultaneously.
- Experience in documenting technical processes, procedures and system configurations.
- Knowledge of ITIL best practices and support methodologies is a plus.
What you can expect from us…
A hybrid and flexible working model to promote a better work-life balance, along with a budget for home office support and the opportunity to do 16 hours a year of volunteer work. A health insurance, access to our on-site medical center, plus the chance to join sports groups.
In addition, you'll have access to online learning platforms and discounts with our partners. A shuttle bus to commute to the facilities and the possibility of financial support to your studies.
What makes us proud as an employer:
- Top Companies to work in Portugal 2023 (by LinkedIn)
- World's Best Employer 2023 - 1st place in the Engineering and Production category (by Forbes)
- Most attractive company to work in 2023 - 6th place (ranking of Universum)
- Company with the best reputation in the Technological/Industrial sector in Portugal 2023 (according to the Merco Empresas study)
Please attach your CV in English.
#Siemens #LXTechHub #TomorrowWithUs
Siemens is committed to creating a diverse environment and is glad to be an equal opportunity employer. We strongly encourage applications from a diverse talent pool!