D365 CE Support Engineer

Minimum Requirements
1st Line:

1-3 years' experience supporting D365 CE or CRM systems

Strong understanding of CE modules (Sales / Customer Service)

Experience working in a ticket-based support environment

Good understanding of SLAs and service management



2nd Line:

3-5+ years' experience in D365 CE support

Strong troubleshooting and configuration experience

Exposure to customisations, workflows, and integrations

Understanding of the Power Platform ecosystem

Ability to analyse logs and investigate technical issues



Key Responsibilities

1st Line Support (Operational Support Focus)

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Provide first-line support for D365 CE incidents and service requests
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Log, categorise, and prioritise tickets in line with SLAs
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Troubleshoot functional issues related to Sales, Customer Service, and custom modules
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Resolve basic configuration and access-related issues
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Perform user administration (security roles, permissions, profiles)
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Escalate complex technical issues to 2nd/3rd line support
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Support end users with queries, system navigation, and process guidance
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Assist with basic data corrections and updates
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Maintain support documentation and knowledge base articles

2nd Line Support (Functional & Technical Focus)

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Investigate and resolve escalated D365 CE incidents
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Perform root cause analysis on recurring issues
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Support integrations between D365 CE and other enterprise systems
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Troubleshoot workflows, plugins, business rules, and Power Platform components
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Assist with minor enhancements and configuration changes
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Support release management and testing of system updates
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Work closely with business stakeholders to clarify requirements
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Monitor system performance and proactively identify improvement areas
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Provide input into system optimisation and best practices