Dynamics F&O Technical Support
Microsoft
San Jose, San José, Costa Rica
hace 4 días

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

Response and Resolution

  • Reviews complex issues 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 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 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 and values
  • Qualifications

    Required / Minimum Qualifications

  • 2+ 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 F&O experience) working in one or more of the following Technology areas :
  • Environment deployments and monitoring in Azure or other Cloud management Systems
  • Understanding of SysInternals tools Process Monitor, Process Explorer
  • Programming skills are useful, preferably in C++ or C# development - 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
  • 2+ 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 F&O experience) working in one or more of the following Finance areas :
  • Accounts Payable
  • Accounts Receivable
  • General Ledger
  • Taxes
  • Human Resources
  • Project Accounting
  • Sales and Marketing
  • Dynamics Ax Management Reporter
  • Budgeting
  • Fixed Assets
  • 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, 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, Finance, Accounting or Actuary

    Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings : Microsoft Cloud Background Check : This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

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