Application Support Engineer – Microsoft Dynamics 365 (Customer Service & Field Service)

Location: Hinjewadi, Pune (Work from Office)
Experience: 4–8 Years
CTC: ₹8–15 LPA

About the Role :
We are looking for an Application Support Engineer with hands-on experience in Microsoft Dynamics 365 Customer Service (CS) and Field Service (FS). The role focuses on L1/L2 application support, troubleshooting, incident management, security roles, user access, Power Platform administration, and production support for enterprise CRM applications.
The ideal candidate should have strong technical troubleshooting skills and experience supporting D365 CRM environments, including Telephony/Omnichannel integrations.

Key Responsibilities

• Provide L1/L2 Application Support for Microsoft Dynamics 365 Customer Service & Field Service.

• Troubleshoot technical, functional, data, security, and configuration-related issues in D365.
• Investigate and resolve issues related to security roles, user access, workflows, Power Automate flows, and system configurations.
• Support Telephony/Omnichannel-integrated environments.
• Monitor application health, logs, alerts, telemetry, and platform diagnostics.
  • Perform root cause analysis (RCA) and coordinate with development teams for issue resolution.
  • Support UAT, production deployments, patches, and configuration changes.
• Manage user access using Entra ID and role-based security.
• Support Power Platform administration and environment monitoring. • Create and maintain technical documentation, knowledge base articles, SOPs, and troubleshooting guides.
• Track and manage incidents using ServiceNow or Jira.
• Work closely with business users, project teams, and vendors to ensure smooth application operations.
  Required Skills:
• 4+ years of Application Support / Production Support experience.
• Hands-on experience with Microsoft Dynamics 365 Customer Service (CS) & Field Service (FS).
• Strong knowledge of:
  o D365 Configuration
  o Security Roles & User Management
  o L1/L2 Troubleshooting
  o Power Platform Administration
  o Power Automate
  o Entra ID
• Experience troubleshooting workflows, integrations, and application issues.
• Knowledge of SQL, application logs, monitoring tools, web technologies, Kafka, and SAP.
• Exposure to Copilot (GenAI).
• Strong analytical, troubleshooting, and communication skills.
• Proficiency in MS Office (Excel, PowerPoint, Outlook).
  Preferred Skills:
  • Experience supporting CRM/ERP applications.
• ServiceNow or Jira.
  • Omnichannel / Telephony integration in D365.
• Azure Portal & Azure DevOps.
• Power BI.
• Additional language proficiency is a plus.
  Key Skills:
  Microsoft Dynamics 365, Dynamics 365 Customer Service, Dynamics 365 Field Service, D365 CRM, Application Support, Production Support, L1 Support, L2 Support, Troubleshooting, Incident Management, Root Cause Analysis, Security Roles, User Management, Entra ID, Power Platform, Power Automate, SQL, ServiceNow, Jira, Azure Portal, Azure DevOps, Power BI, Kafka, SAP, Omnichannel, Telephony Integration, UAT, CRM Support, Application Monitoring, Copilot (GenAI).
  Must Have
• Hands-on experience with Microsoft Dynamics 365 Customer Service & Field Service
  • Strong experience in Application Support (L1/L2)
• Expertise in troubleshooting D365 CRM, security roles, user access, and Power Platform
• Experience with SQL, ServiceNow/Jira, and production support