Our client is seeking a skilled Tier II Application Support Specialist (Microsoft Dynamics 365) for a long-term contract opportunity. This role provides Tier II application support for Microsoft Dynamics 365 CRM as part of an embedded contract support model. The resource will work alongside internal IT staff and existing contract team members to resolve escalated issues, support system configuration, and assist end users across a distributed organization.
The expectation is hands on, day to day operational support—integrating into established tools, processes, and support rhythms rather than operating as an external consultant.
DUTIES:
Tier II Support & Escalation
- Act as an escalation point for Tier II Dynamics 365 CRM issues from Tier I support
- Troubleshoot and resolve application, configuration, and data related issues
- Partner with Tier I support to reduce repeat incidents and improve resolution quality
- Ticket Ownership
- Own assigned tickets through investigation, resolution, and closure
- Provide clear status updates and resolution details to IT and business stakeholders
- Identify recurring issues and recommend documentation or corrective actions
- System Configuration & Validation
- Support configuration and maintenance of organizational and regional data in Dynamics 365
- Validate fixes, configuration changes, and enhancements from an end user perspective
- Assist with functional testing tied to updates or minor enhancements
- End User Support & Enablement
- Provide direct support and guidance to users with varying technical skill levels
- Deliver remote training or walkthroughs as needed
- Reinforce standard processes and best practices
- Documentation & Continuous Improvement
- Document common issues, workflows, and resolutions
- Contribute to internal knowledge base and support documentation
- Provide practical feedback to improve usability and support efficiency
- Team Integration
- Work as an embedded member of a blended internal/contract support team
- Participate in regular support touchpoints as required
- Follow established tools, ticketing systems, and operating procedures
REQUIREMENTS:
- 3+ years of proven experience providing Tier II or advanced application support
- Hands on experience supporting Microsoft Dynamics 365 CRM
- Strong troubleshooting and problem solving skills
- Clear written and verbal communication with a customer focused approach
- Comfortable working remotely in a collaborative team environment
- Proficiency with Microsoft Office (Word, Excel, PowerPoint)
- Functional testing or validation experience tied to requirements or user stories
- Familiarity with CRM platforms and enterprise application support
- Experience supporting distributed or multi entity organizations
Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.
