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CRM Application Support Engg
AXS Solutions and Consulting Pvt.Ltd.'s logo

CRM Application Support Engg

Sonali Betkar's profile picture
Posted by Sonali Betkar
2 - 5 yrs
₹6L - ₹8L / yr
Mumbai, Navi Mumbai
Skills
Microsoft Dynamics

CRM Application Support Engineer

1. Position Summary

We are looking for a skilled CRM Application Support Engineer to provide L1/L2 application support and assist with enhancements across our enterprise CRM ecosystem comprising Microsoft Dynamics 365, Azure cloud services, Sitefinity CMS, and IVR/Chat platforms. The role involves handling day-to-day user tickets, monitoring system health, executing routine maintenance tasks, and supporting the Senior Specialist in delivering change requests and platform improvements.

This role supports Australia-based operations during extended business hours (0800–2000 AEST, Monday through Friday) on a rotational basis with the Senior Specialist, with weekend on-call availability for critical incidents.

2. Key Responsibilities

A. Microsoft Dynamics 365 (D365) Support

  • Handle L1/L2 user issues and tickets on D365, performing initial diagnosis, troubleshooting, and resolution within SLA timelines.
  • Assist in implementing enhancement requests and change requests under the guidance of the Senior Specialist.
  • Monitor Power BI report health and escalate data discrepancies or report failures for resolution.
  • Troubleshoot basic Unified Service Desk (USD) user issues and configuration queries.
  • Log and track support tickets with Microsoft for product-level issues, following up to ensure timely resolution.
  • Execute sample data migration tasks for UAT testing under defined procedures and quality checklists.
  • Support quarterly Data Quality Analysis by running data extraction scripts, compiling reports, and flagging anomalies.
  • Monitor scheduled jobs (workflows, batch processes) and take corrective action or escalate failures as per runbook procedures.
  • Assist in POC development and survey configuration activities within D365.

B. Azure Portal Support

  • Monitor Azure Web Jobs for execution status and troubleshoot failures using logs and diagnostics.
  • Support API and Logic Apps operations by monitoring execution history, identifying errors, and implementing fixes for known issues.
  • Execute routine SQL Database maintenance tasks including backup verification, index rebuilds, and basic query troubleshooting.
  • Monitor Azure App Service health metrics, restart services when needed, and escalate persistent issues.
  • Assist in preparing resource consumption reports and validating Azure billing data.
  • Log support requests with Microsoft Azure support and provide required diagnostic information.

C. Sitefinity CMS & Portal Support

  • Provide first-line support for Sitefinity portal issues including chat functionality, content display, and user access problems.
  • Assist with CRM portal connector licensing renewals and re-synchronization processes.
  • Implement minor Sitefinity admin configuration changes as directed (user roles, content updates, widget configurations).
  • Coordinate with Sitefinity vendor support for bug reports and product issue escalation.
  • Perform routine Sitefinity database checks and maintenance tasks.

D. IVR & Chat Support

  • Provide first-line troubleshooting for IVR issues impacting CRM integrations and customer-facing call flows.
  • Assist in implementing CRs and enhancements to IVR/Chat configurations as they relate to CRM workflows.
  • Coordinate with the Live-Assist support team on issue escalation, providing detailed diagnostic information.

E. Change Request Support

  • Support the delivery of Change Requests (CRs) by executing assigned development, testing, and deployment tasks.
  • Maintain accurate time logs and effort tracking for CR work within the engagement model.
  • Assist in preparing CR documentation including technical design notes, test cases, and deployment checklists.

F. Operational Duties

  • Provide rotational shift coverage within the 0800–2000 AEST operational window.
  • Maintain and update technical documentation including runbooks, known-issue databases, and resolution logs.
  • Participate in knowledge transfer sessions and cross-training activities to ensure team redundancy.
  • Contribute to weekly/monthly operational reporting on ticket volumes, resolution metrics, and system health.

3. Required Qualifications & Skills

Education

  • Bachelor’s degree in Computer Science, Information Technology, or equivalent.

Technical Skills

  • 2–5 years of experience in Microsoft Dynamics 365 CRM support including entity customization, workflows, business rules, and basic plugin troubleshooting.
  • Familiarity with Azure Portal services including Web Jobs, Logic Apps, App Services, and Azure SQL Database.
  • Basic to intermediate Power BI skills for report monitoring and troubleshooting.
  • Working knowledge of SQL for writing queries, analyzing data, and basic performance troubleshooting.
  • Exposure to Sitefinity CMS or similar content management systems.
  • Basic understanding of IVR and chat platforms and their integration with CRM systems.
  • Experience with ITSM tools (ServiceNow, Jira, or similar) for ticket logging and tracking.
  • Understanding of ITIL concepts for incident and problem management.

Soft Skills

  • Strong attention to detail and systematic approach to issue diagnosis and resolution.
  • Good written and verbal communication skills for ticket documentation and client interactions.
  • Ability to work in a shift-based model and manage priorities across multiple technology domains.
  • Team player with a willingness to learn, take ownership, and support senior team members.
  • Proactive in identifying recurring issues and suggesting preventive measures.

4. Preferred Qualifications

  • Microsoft Certified: Power Platform Fundamentals (PL-900) or Dynamics 365 Fundamentals (MB-910).
  • Microsoft Certified: Azure Fundamentals (AZ-900).
  • ITIL v4 Foundation certification.
  • Prior experience in application support for clients in the APAC or Australian time zone.
  • Familiarity with DevOps tools and CI/CD pipelines for CRM deployments.

5. Key Performance Indicators (KPIs)

  • First-call resolution rate and adherence to L1/L2 ticket SLAs.
  • Accuracy and timeliness of ticket documentation and escalation.
  • Reliability of monitoring activities (scheduled jobs, Azure services, portal health).
  • Quality of support provided for CR delivery tasks.
  • Client feedback and responsiveness scores.
  • Effective utilization within the monthly engagement framework.
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Full Stack Developer - Averlon
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About AXS Solutions and Consulting Pvt.Ltd.

Founded :
2012
Type :
Products & Services
Size :
20-100
Stage :
Bootstrapped

About

Providing reliable information Access! Digital Payments, Identity Management, Ecommerce, Data Security
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Sonali Betkar
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