Support Engineer

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Job Description

Job Description:

Responsible for the day-to-day maintenance and support of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation. Responsibilities also address all support issues on time. Ensures all application configuration changes are made as per business request.

• 24/7 support and address user tickets and give solutions remotely
• Hands-On experience to analyzing, diagnosing, and solving reported issues in Dynamics 365 and AX applications.
• Monitor data flow and between systems (D365/SAP & third-party application)
• Monitor the system alerts and ensure the smooth completion of application batch jobs.
• Ensuring effective front-end and back-end functionality of applications.
• Responding to service calls or tickets within SLA.
• Assume full ownership and responsibility of addressing support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded.
• Work with internal IT/ Business/vendors/partners to resolve complex problems
• Manage communication for Incidents (SLA breaches, Application Major Incidents) and responsible for communications within team, manager and department
• Consulting with the software development team, internal users, and business users to improve application performance ensures interfaces exchange data properly and consistently to support daily operations.
• Establishing the root causes of application errors, and escalating serious concerns to the Senior Engineer
• Provides necessary training to business users
• Create/deactivate the application users
• Documenting processes (Master/customer/sales and monitoring application performance metrics
• Ensure the month-end activity is on time
• Contributing to the vibrant culture of the team and users’ satisfaction with services

– Bachelor’s Degree in Computer Science, Information Technology, or related field (or equivalent work experience).
– Excellent communication and interpersonal skills.
– Ability to work in a fast-paced environment and prioritize tasks effectively.
– Relevant certifications/Training