Technical Support Specialist II

Job Summary

A company is looking for a Technical Support Specialist II to provide operational and service desk support for Microsoft Dynamics 365 CRM.

Key Responsibilities

• Provide Tier II/III service desk support for Microsoft Dynamics 365 CRM, including issue triage, troubleshooting, and resolution
• Document support tickets and defects in JIRA or other backlog management tools, escalating issues to engineering as needed
• Collaborate with developers, testers, and product managers to prioritize defects and enhancements

Required Qualifications

• Public Trust Clearance or higher (ability to obtain and maintain required background investigation)
• 5+ years of technical support or service desk experience in enterprise IT environments
• Hands-on experience with Microsoft Dynamics 365 CRM administration, troubleshooting, or support
• Familiarity with Azure AD, O365, and enterprise identity/access management tools
• Strong knowledge of ITIL-based service management practices