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

Note: This is not an all-encompassing list and should not be used as a complete description of the plan’s benefits. For more information, see our US benefits website at wwt.com/us-benefits.

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for all!

If you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know. The recruiter will work with you to understand your needs and help ensure an accessible experience throughout the interview process.

World Wide Technology is an Equal Opportunity Employer.

If you have any questions or concerns about this posting, please email [email protected]. 

#LI-AF1

#LI-Remote

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)—a collaborative ecosystem featuring state-of-the-art hardware and software—WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distributions capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Solutions Consulting & Engineering Team and why join?

Solutions Consulting & Engineering is an organization that is customer-focused and solutions-led. We deliver end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges. 

We are seeking a Tier 3 Microsoft Dynamics 365 Support Engineer to join our Day 2 Operations team. This role focuses primarily on providing advanced-level technical support for Microsoft Dynamics 365 and Power Platform services, including incident resolution, service requests, and escalations. You will collaborate with Tier 1 and Tier 2 engineers, and vendor support teams to ensure efficient issue resolution and exceptional service delivery.

Candidates for this role must demonstrate strong, practical, hands-on experience working within the Microsoft Dynamics 365 ecosystem. This includes the ability to support, troubleshoot, and administer Dynamics 365 applications and Power Platform resources in a production environment and understand underlying architecture fundamentals, dependencies, and operational best practices. Engineers should be capable of analyzing issues end‑to‑end across the Dynamics 365 application suite, including: customization, integration, security, and data layers.

Microsoft Tier 3 Support (Dynamics 365 & Power Platform) 

• Troubleshoot, support and resolve complex incidents across Dynamics 365 environments working independently as the final escalation point for customer incidents.
• Support Dynamics 365 security & access configurations, including security roles, business units, teams, field-level security, and Entra ID authentication troubleshooting.
• Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.
• Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.

Service Requests & Operational Tasks 

• Assist with the technical implementation and troubleshooting of Power Apps, Power Automate flows, Dataverse configurations, and Dynamics 365 integrations based on client requirements and needs.
• Assist in maintaining the health of client Dynamics 365 and Dataverse environments on an on-going basis, including storage capacity, solution management, and release wave readiness.
• Provide guidance and mentorship where needed.
• Document troubleshooting steps, environment details, and resolutions in the ticketing system.

Workflow & Team Responsibilities 

• Manage ticket queues, triage incoming work, and distribute tickets to maintain balanced workload distribution.
• Conduct daily ticket quality reviews to ensure correct categorization, compliance, and SLA adherence.
• Assist with P1 case handling by gathering technical details, executing action items, and providing timely updates. 
• Open and manage Microsoft support tickets with accurate tracking and communication. 
• Collaborate with Tier 1 and 2 engineers for knowledge transfer and escalations.

Customer Engagement 

• Communicate clearly and professionally with customers to gather details, deliver updates, and guide them through troubleshooting. 
• Ensure timely, customer focused interactions that uphold service excellence.
• Assist during the onboarding of clients with the configuration and setup of relevant systems, processes and policies to ensure that critical information is gathered.

Process & ITIL Compliance 

• Follow ITIL aligned incident, problem, and change management processes.
• Contribute documentation, knowledge base updates, and operational improvements. 
• Participate in peer training, skill development, and team growth activities.
• Responsible for resolving tickets, updating knowledge articles, problem management bringing tickets to full resolution.
• Document, implement and test changes in accordance with Change Management procedures.
• Escalate potential problems and client support issues to management or third-party vendors as per SLA contract.
• Maintain and improve technical documentation associated with supported client environments.