Support Engineer, Tier 3 Microsoft Dynamics 365

What you’ll bring to the table:

• Experience: 7+ years of experience in a technical support role focused on Microsoft Dynamics 365 and Power Platform services.
• Troubleshooting Skills: Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.
• Independent Ownership: Self-motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.
• ITIL Knowledge: Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day-to-day support operations.
• On-Call Availability: Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required.
• Escalation Handling: Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution.
• Dynamics 365 Customer Engagement (Sales, Customer Service, Field Service) administration experience (must have).
• Hands-on experience with Power BI / Power Automate / Power Apps / Copilot for Dynamics 365 (must have).
• Experience with engaging Microsoft Support, GDAP, Partner Center and the Power Platform admin center.
• Experience troubleshooting Dataverse security role and record access issues (must have).
• Experience with Power Platform solution management and ALM (managed/unmanaged solutions).
• Experience configuring and managing Dynamics 365 environment lifecycle operations (provisioning, copies, backups and restores).
• Experience configuring and troubleshooting Dynamics 365 model-driven apps and Dataverse (must have).
• Experience working with Dynamics 365 Finance & Operations or Business Central in an enterprise IT environment.
• Experience troubleshooting Dynamics 365 integrations (Exchange/Outlook, SharePoint, Teams, and third-party systems).
• Strong, hands-on experience with the broader Microsoft cloud ecosystem and products.
• Knowledge or desire to develop skills and knowledge related to Cloud platforms, such as Azure, AWS or Google Cloud Platform.
• 5+ years’ experience supporting clients (Internal or external) via phone, email, or desk side.
• Experience with SQL and SSRS reporting.
• Experience with Active Directory / Entra ID.
• Experience with PowerShell.
• Experience working within a 24x7 technical support environment.

Preferred Qualifications

• Dynamics 365 certifications such as AB-210or MB-800 (or actively pursuing).
• Power Platform certifications such as PL-900, PL-400 or AB-410.
• Experience using PowerShellfor Dynamics 365 and Power Platform automation.
• Familiarity with Dataverseand dual-write integration patterns.
• Understanding of ITILand ITSM frameworks.

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $120,000.00 to $160,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well-being of WWT employees is essential. When it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health (Medical & Prescription), Dental, and Vision Care, Onsite Health Centers (MO & IL), Employee Assistance Program, Wellness program
• Financial Benefits: Competitive Pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Flexible Spending Accounts, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Medical Leave, Military Leave, Bereavement, Day of Caring
• Additional Perks: Family Planning Benefits, Nursing Mothers Benefits, Voluntary Legal, Voluntary Supplemental Accident/Illness/Hospital, Voluntary ID Theft, Pet Insurance, Employee Discount Program