17.10.2024 aktualisiert
JO
100 % verfügbar
Senior Technical Support Engineer, Technical Support Engineer, Technical Support Specialist
Oberbillig, Deutschland
Nur Remote
B.Eng EngineeringSkills
Active DirectoryTechnischer SupportAtlassian ConfluenceAtlassian JiraMicrosoft AzureSaasConfiguration ManagementIt-BeratungKundendatenmanagementDatenvisualisierungAbfragesprachenDebuggingDevOpsMicrosoft Dynamics CrmEnterprise Resource Planning
active directory, Configuration Management, Confluence, customer strategy, data visualization tools, DevOps, IT Operations, ticketing system, Ticketing Systems, Jira, Azure, Microsoft Azure, Microsoft CRM, Microsoft Office 365, SQL Server, SharePoint, Microsoft products, Power BI , Query Language, SQL queries, debug, SaaS, Zendesk Microsoft ERP
Erfahrung
Berufserfahrung0 - 5 Jahre
Freelancer seit2020
Sprachen
DeutschGrundkenntnisseEnglischMuttersprache
Projekthistorie
* Provided technical coaching and mentorship to junior members of the D365 Business Central
Operations Team.
* Acted as the first point of escalation for incidents that could not be resolved at the primary
support level.
* Bridged the functional knowledge gap within the team and provided workarounds where no direct
solution was available.
* Supported modules including Sales and Purchase, Finance Management, Inventory Management, and
Customer Service Management.
* Created documentation on advanced methodologies and processes.
* Troubleshot and Debug production environment performance issues, detecting long-running SQL
queries, and returning systems to optimum performance.
* Worked with complex telemetry queries to diagnose system errors and detect
codebreaking/compatible changes.
* Escalated production outages and bugs to DevOps, collaborating to get tenants back online.
* Integrated and Synchronized data between Microsoft CRM and Business Central
* Developed strategic roadmaps for program planning, prioritizing engagements to meet critical
customer outcomes and account priorities.
* Partnered with customers to understand their business objectives, driving adoption and
optimizing usage of Microsoft products and services.
Operations Team.
* Acted as the first point of escalation for incidents that could not be resolved at the primary
support level.
* Bridged the functional knowledge gap within the team and provided workarounds where no direct
solution was available.
* Supported modules including Sales and Purchase, Finance Management, Inventory Management, and
Customer Service Management.
* Created documentation on advanced methodologies and processes.
* Troubleshot and Debug production environment performance issues, detecting long-running SQL
queries, and returning systems to optimum performance.
* Worked with complex telemetry queries to diagnose system errors and detect
codebreaking/compatible changes.
* Escalated production outages and bugs to DevOps, collaborating to get tenants back online.
* Integrated and Synchronized data between Microsoft CRM and Business Central
* Developed strategic roadmaps for program planning, prioritizing engagements to meet critical
customer outcomes and account priorities.
* Partnered with customers to understand their business objectives, driving adoption and
optimizing usage of Microsoft products and services.
* Provided 1st and 2nd level support via email and phone to business users, Microsoft D365
end-users, and partners for BC NAV On-Prem and SaaS.
* Reviewed tenant performance using Kusto Query Language and Azure Application Insights,
figuring out how to improve client applications.
* Maintained, restarted, and monitored services on production and sandbox environments to avoid
downtime and failures.
* Delivered exceptional support experiences and critically analyzed ticket trends, offering
solutions to Microsoft partners and customers in the North and South American regions.
* Configured, installed, and deployed the Microsoft D365 Business Central platform for
customers.
* Collaborated on cross-team and cross-product technical issues with colleagues from other teams
as needed to resolve customer problems.
* Supported modules including Sales and Purchase, Finance Management, Inventory Management, and
Supply Chain Management.
* Triaged, investigated, and debugged incoming support requests via the help-desk/ticketing
system within SLA.
* Troubleshot, evaluated, and resolved bugs and design flaws in customers' applications.
* Engaged in conversations with customers to demonstrate alignment between their objectives and
the Microsoft portfolio, driving customer strategy and growth.
end-users, and partners for BC NAV On-Prem and SaaS.
* Reviewed tenant performance using Kusto Query Language and Azure Application Insights,
figuring out how to improve client applications.
* Maintained, restarted, and monitored services on production and sandbox environments to avoid
downtime and failures.
* Delivered exceptional support experiences and critically analyzed ticket trends, offering
solutions to Microsoft partners and customers in the North and South American regions.
* Configured, installed, and deployed the Microsoft D365 Business Central platform for
customers.
* Collaborated on cross-team and cross-product technical issues with colleagues from other teams
as needed to resolve customer problems.
* Supported modules including Sales and Purchase, Finance Management, Inventory Management, and
Supply Chain Management.
* Triaged, investigated, and debugged incoming support requests via the help-desk/ticketing
system within SLA.
* Troubleshot, evaluated, and resolved bugs and design flaws in customers' applications.
* Engaged in conversations with customers to demonstrate alignment between their objectives and
the Microsoft portfolio, driving customer strategy and growth.
* Acknowledged customer-raised support requests within SLA, maintaining an average handling time
of 30% for issues in my queue.
* Managed and resolved support escalations to ensure the team meets customer satisfaction
targets.
* Provided enterprise-level assistance and recommendations for improvement.
* Provided remote training sessions for customers and created process documentation.
* Gathered and analyzed statistical data, generating reports for management.
* Monitored services and transaction flow to avoid downtime.
* Shared feedback through appropriate channels related to tools, processes, or systemic
user/product issues with the development team to ensure product designs were commercially
usable.
of 30% for issues in my queue.
* Managed and resolved support escalations to ensure the team meets customer satisfaction
targets.
* Provided enterprise-level assistance and recommendations for improvement.
* Provided remote training sessions for customers and created process documentation.
* Gathered and analyzed statistical data, generating reports for management.
* Monitored services and transaction flow to avoid downtime.
* Shared feedback through appropriate channels related to tools, processes, or systemic
user/product issues with the development team to ensure product designs were commercially
usable.