Level 1 Support Engineer

Join Our Team as a Level 1 Dynamics 365 Support Engineer!

Are you passionate about providing exceptional customer support and have a knack for unraveling technical challenges? Do you thrive in a collaborative environment where you can learn and grow? If so, Centauri is looking for a talented Level 1 Support Engineer to join our expanding team. You’ll be the first point of contact for our valued clients, providing frontline support for their Dynamics 365 Sales, Marketing, Power Pages, and Power Platform implementations.

What You’ll Do: Your Responsibilities

As a Level 1 Support Engineer, you’ll be at the heart of our commitment to customer success. Your primary responsibilities will include:

• Providing first-class technical support for Dynamics 365 Sales (CRM) applications, encompassing Sales, Marketing, Portal, and Power Automate functionalities.
• Embodying Centauri’s core values (Commit and Deliver, Customer Focus, Constantly Evolving, Better Together) in every interaction with clients.
• Responding to and resolving user inquiries related to CRM functionality, data accuracy, workflow optimization, and system integrations.
• Meticulously logging, managing, and updating support tickets within our ticketing system, ensuring accurate time tracking for client billing.
• Escalating complex or advanced technical issues to Level 2/3 support or consulting teams for specialized assistance.
• Assisting with user onboarding processes, including access provisioning and basic system configuration tasks.
• Creating and maintaining comprehensive documentation of solutions, troubleshooting steps, and frequently asked questions (FAQs) within our knowledge base.
• Collaborating effectively with internal teams to identify recurring issues, propose system improvements, and enhance the overall user experience.

What You’ll Bring: Skills and Experience

We’re looking for someone who is both technically proficient and possesses outstanding communication and customer service skills. Ideally, you’ll have:

• 3+ years of experience in IT support or helpdesk roles, specifically supporting Dynamics 365 and/or Power Platform environments.
• A solid understanding of Dynamics 365 Sales modules and the Power Platform (Power Apps, Power Automate).
• Exceptional verbal and written communication skills, demonstrated in a helpdesk setting.
• The ability to proactively troubleshoot and resolve customer issues, communicating clearly and effectively throughout the process.
• Familiarity with the Microsoft 365 suite of tools (Outlook, Teams, SharePoint).
• Experience using ticketing systems and remote support tools.
• Experience with other Microsoft Business Applications products such as Power BI / Fabric will be viewed very favourably

Tools of the Trade: Essential and Desired Systems

Familiarity with these tools is crucial for success in this role:

Essential:

• Dynamics 365 Sales
• Power Platform
• Microsoft 365 Suite

Preferred (Nice to Have):

• Power BI

Soft Skills: The Human Touch

Beyond technical skills, we value candidates who possess the following:

• Strong communication and customer service skills.
• Excellent attention to detail.
• A user-focused approach with a dedication to exceptional customer service delivery.
• The ability to multitask and manage time effectively in a fast-paced environment.
• Strong problem-solving and troubleshooting abilities.
• The ability to work collaboratively with resolver teams and escalate issues appropriately.
• Eagerness to learn and grow in a technical support environment.

Important Information Regarding Your Application

By applying for this role, you acknowledge that your contact details will be securely stored in our candidate database. Even if you’re not selected for this specific position, our Talent Acquisition Team may contact you regarding future opportunities that align with your skills and experience.

Additionally, your email address will be automatically subscribed to our monthly newsletter and special announcements, including upcoming webinars and events. You can easily unsubscribe from these communications at any time by clicking the “Unsubscribe” link at the bottom of any of our emails.