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.
Shubham Vishwakarma
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About AXS Solutions and Consulting Pvt.Ltd.
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Internship Overview
Nexora Group is looking for enthusiastic and driven AI/ML Interns to join our team. This internship is ideal for students and recent graduates who are passionate about Artificial Intelligence, Machine Learning, Deep Learning, and Generative AI. Interns will gain hands-on experience working on real-world AI projects, developing intelligent models, and solving complex business challenges using data-driven approaches.
Key Responsibilities
- Assist in developing, training, and evaluating Machine Learning models.
- Collect, clean, and preprocess datasets for AI/ML applications.
- Conduct exploratory data analysis and feature engineering.
- Work on Deep Learning, Natural Language Processing (NLP), and Computer Vision projects.
- Research and implement AI algorithms and emerging technologies.
- Support the development of Generative AI and Large Language Model (LLM)-based solutions.
- Optimize model performance and evaluate results using industry-standard metrics.
- Document project workflows, findings, and technical reports.
- Collaborate with cross-functional teams to develop innovative AI solutions.
Required Skills
- Basic understanding of Machine Learning and Artificial Intelligence concepts.
- Knowledge of Python programming.
- Familiarity with libraries such as NumPy, Pandas, Scikit-learn, TensorFlow, PyTorch, or Keras.
- Understanding of data structures, algorithms, and statistics.
- Basic knowledge of Deep Learning, NLP, or Computer Vision concepts.
- Strong analytical and problem-solving skills.
- Good communication and teamwork abilities.
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Preferred Qualifications
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Eligibility
- Undergraduate or postgraduate students pursuing Computer Science, Artificial Intelligence, Machine Learning, Data Science, Information Technology, or related fields.
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What You'll Gain
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Designation
Technician – Installation /Dismantling /Height Extension (Passenger Hoist) Work Platform / RSP)
Role Summary
The Technician –is responsible for safe and timely installation, height extension and dismantling of Passenger Hoists and RSP systems
at project sites.
Qualification & Skills
• ITI (Mechanical / Electrical / Fitter / Welder / Electrician preferred)
• Diploma holders with relevant experience
• Knowledge of installation, extension, and dismantling activities
• Ability to work at height and follow safety procedures
Key Responsibilities
Installation & Commissioning:
• Install Passenger Hoists and RSP systems as per drawings and OEM guidelines
• Perform pre-commissioning checks and support commissioning
Height Extension Work:
• Carry out mast additions, ties installation, alignment
Dismantling:
• Execute safe dismantling and assist in material packing and dispatch
Key Performance Indicators (KPIs)
• Timely installation, extension, and dismantling
• Zero safety violations
• Quality workmanship with minimal rework
• Proper documentation submission
Career Progression
Technician → Senior Technician → Supervisor
Responsibilities
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- Set up meetings with potential clients and listen to their wishes and concerns.
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- Create frequent reviews and reports with sales and financial data.
- Ensure the availability of stock for sales and demonstrations.
- Participate on behalf of the company in exhibitions or conferences.
- Negotiate/close deals and handle complaints or objections.
- Collaborate with team members to achieve better results.
- Gather feedback from customers or prospects and share it with internal teams.
Requirements and skills
- Proven experience as a Sales Executive or relevant role
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- Excellent knowledge of MS Office
- Hands-on experience with CRM software is a plus.
- Thorough understanding of marketing and negotiating techniques
- Fast learner and passion for sales
- Self-motivated with a results-driven approach
- Aptitude in delivering attractive presentations.
- Graduate
- Industry experience in Printing services, Printing equipment, Document management system, cloud-based services selling.
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- Architect, deploy, and optimize DynamoDB databases for performance, scalability, and cost-efficiency.
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- Bachelor’s degree in computer science, Information Technology, or related field.
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- Hands-on experience designing, implementing, and optimizing DynamoDB databases in production environments.
- In-depth knowledge of AWS OpenSearch (Elasticsearch) and experience configuring and managing clusters for search and analytics use cases.
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- Strong understanding of database concepts, data modelling, indexing, and query optimization.
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Sales & Revenue Growth: Develop sales strategies to meet targets and drive enrollments.
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Market Research & Competitive Analysis: Stay updated on industry trends and competitor offerings.
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- Ensuring Implementation of Key Points related to HSE, ohsas implementation, evaluating performance.
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- Promoting a positive Company image during the course and scope of the performance of these duties, managing safety, and compliance training programs.
What you need to have:
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We are backed by Y Combinator and other investors from India, US and Japan. We are proud to have GE, AIIMS, the Spinal Kinetics as our partners.
Join us, if you find this as exciting as we do!
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Full Stack Developer - Averlon