Dynamics AX Technical Support Engineer

Dynamics AX TECH Support Engineer

Role Purpose
The successful candidate will work as part of an EMEA team of support specialists focused on resolving my clients Customer's and Dynamics Partner's technical questions & product issues by providing technical support on Microsoft Dynamics AX. This requires scoping the customer's and partner's expectations and resolving the problem to meet those expectations in the shortest possible time. The candidate should have a strong Technical/ERP background as a consultant, architect, support professional or developer.

Team/Department Mission
Deliver a Perfect Every Time experience for our partners and customers by providing excellent solutions in the shortest possible time.

Key Accountabilities
- Communicate with customers, Customer Services & Support (CSS) engineers and appropriate subsidiary staff via electronic correspondence or telephone.
- Assist with onsite support regarding mission critical problems experienced with the supported technology & product within your team.
- Solve complex problems, involving broad product knowledge or functional speciality.
- Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical).
- Take an active role in challenging and suggesting enhancements on existing processes and workflow.
- Develop own technical & functional knowledge on products/technologies related to the team scope.
- Write technical articles in order to distribute technical information to all Customers, CSS engineering and subsidiary staff.
- Attend triage meetings with local CSS engineers to share knowledge and efficiently develop customer solutions.
- Develop and deliver internal CSS and Customer Technical Training/Workshops in speciality areas.
- Assist with special projects as assigned (international Bus & Process Improvement). Assist in special projects in conjunction with other MS departments (Consultancy, Pre Sales ).
- Assist in hot-site issues by setting customer expectations, devising action plans and communicating to Business Groups, SMS&P, partners and customers.
- Use sophisticated tools to analyse complex problems and develop solutions to meet customer needs.
- Assist in representing Microsoft in any forum (ie seminars, technical or marketing, conferences event).
- Work with local marketing people for product feedback & new product launches.
- May Participate in 24x7 rotation based on products/technologies knowledge.

Key Success Criteria
- Ability to delight customers, contribution to team customer satisfaction goals.
- Show high level of efficiency, reflected in improvement of Total Minutes Per Incident (TMPI).
- Excellent Team player.
- Strong ownership of customer issues.
- Realize personal accountability within team.
- Role model in Excellence in Execution for example full time tracking of all labour invested, following all internal processes etc.

Knowledge, Skills and Experience

Essential Experience
- Technical support, consultancy or similar.
- Microsoft Dynamics AX Experience (Minimum of AX2012) and high level skills in a Microsoft Stack Technology.
- Communication skills in international environment

Technical/Functional Skills

In depth knowledge of one of these:
o X++
o ASP.NET
o SQL (including SSRS, SSAS)
o Sharepoint
Dynamics AX Products or other ERP products in Small & Medium Business marketplace:
o Architecture/design
o Administration
o Basic knowledge of functional modules would be beneficial

Personal Attributes/Interpersonal Skills
- Customer focused
- Technically credible
- Excellent communication skills both spoken and written
- Able to work well under pressure and meet commitments
- Ability to communicate with international customers (cultural awareness)

Qualifications
- MCPs/Microsoft Dynamics Certifications
- Other Business Process industry recognized accreditations desirable