CRM Application Support Engineer

3 days ago


Islamabad, Islamabad, Pakistan Confiz Full time

We are looking for a skilled CRM Application Support Engineer to join our IT operations team. This role is pivotal in ensuring the stability, performance, and continuous improvement of our CRM systems—particularly Microsoft Dynamics 365—and the broader application environment. You will be responsible for monitoring system health, troubleshooting application issues, supporting deployments, and contributing to a resilient and efficient support ecosystem.

Responsibilities

  1. Monitors applications, systems, and hardware for abnormal processing conditions.
  2. Troubleshoots technical issues with Development and QA teams and assists in resolving issues.
  3. Maintains scheduling systems and procedures for the processing environment.
  4. Plans and executes change management, problem resolution, incident handling, and service requests.
  5. Researches and resolves user and system issues related to software and operations processing.
  6. Uses tools and resources effectively to resolve system problems.
  7. Contributes to knowledge management by documenting solutions and useful information.
  8. Follows escalation procedures to resolve problems promptly and meet service standards.
  9. Possesses subject matter expertise in application and infrastructure support, ITIL framework, and tools like Remedy, ServiceNow, and JIRA.
  10. Identifies and utilizes tools and processes to improve processing efficiency.
  11. Maintains disaster recovery and business continuity plans for supported environments.
  12. Coordinates disaster recovery testing, documents results, and recommends improvements.

Requirements

  1. Bachelor's or master's degree in a relevant field with 3-5 years of experience.
  2. Experience with Windows OS, Microsoft Dynamics 365, Azure, and scripting tools like PowerShell, GIT, etc.
  3. Experience with deployment, smoke testing, and performance testing.
  4. Knowledge of tools like Splunk, Dynatrace, Grafana, and ServiceNow is preferred.
  5. Excellent communication and customer service skills.
  6. Strong problem-solving, teamwork, and time management skills.
  7. Proactive in information gathering and sharing expertise.
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