I Manage this role : AYUSHI KHARE
Experience Level: Minimum 5 Years
Employment Type: Full-time
About the Role
We are seeking an experienced Level 1 Support Professional to provide first-line technical and functional support for Microsoft Dynamics 365 ERP users located across multiple European countries.
The ideal candidate will have a strong background in ERP systems, good understanding of business processes in manufacturing or sales organizations, and the ability to coordinate seamlessly with cross-border teams.
This role serves as the frontline support interface between business users and IT, ensuring timely resolution of issues, consistent system performance, and adherence to established business processes.
Key Responsibilities
Functional Support Responsibilities:
- Act as the first point of contact for all Dynamics 365 ERP user queries and issues.
- Provide guidance to users on ERP functionality, navigation, and transaction entry across modules such as Finance, Supply Chain, Sales, Procurement, and Inventory.
- Assist in maintaining master data accuracy (customers, vendors, items, BOMs, etc.) and ensure compliance with data standards.
- Validate and categorize incidents — identify whether they are user, process, or system-related.
- Support end users with standard operating procedures (SOPs) and training documentation.
- Coordinate with key users and business process owners across regions for clarification or escalation.
- Log, track, and close support tickets using a ticketing system Freshworks
- Support User Acceptance Testing (UAT) and document findings during system upgrades or rollouts.
- Maintain and update knowledge base articles and user FAQs to improve self-service support.
Technical Support Responsibilities:
- Perform first-level troubleshooting for ERP access issues, login failures, and role-based permission problems.
- Assist with user setup, role mapping, and security administration under guidance from system administrators.
- Monitor batch jobs, workflows, and integrations between Dynamics 365 and other systems.
- Coordinate with infrastructure and Level 2/3 support teams for incident escalation and resolution.
- Collect and document error logs, screenshots, and technical details for escalated issues.
- Validate data imports, exports, and reconciliations as part of support or system changes.
- Participate in patch or system update testing to ensure application stability.
- Support ticket triage and routing to appropriate functional or technical teams.
- Provide remote assistance using collaboration tools (Teams) for users across Europe.
Educational Qualification
- Graduate Engineer in one of the following disciplines:
- Computer Science / Information Technology
- Mechanical Engineering
- Electrical / Electronics Engineering
Experience Requirements
- Minimum 5 years of hands-on experience providing ERP Level 1 Support, preferably with Microsoft Dynamics 365.
- Exposure to multiple ERP environments will be an added advantage.
- Experience working in a manufacturing or sales organization, with understanding of related functional processes (procurement, production, sales, logistics, inventory, finance).
- Familiarity with ITIL-based service management processes (Incident, Request, and Change Management).
Required Skills and Competencies
- Strong functional understanding of ERP processes in manufacturing or trading environments.
- Working knowledge of Microsoft Dynamics 365 ERP modules.
- Excellent spoken and written English communication skills.
- Good problem-solving and analytical skills.
- Ability to work collaboratively with multicultural, cross-border teams.
- Proficiency in MS Excel, Power BI, and basic SQL preferred.
- Organized, detail-oriented, and customer-focused attitude.
What We Offer
- Opportunity to work with global business users across Europe.
- Exposure to multi-country ERP operations and enterprise-level support.
- Professional growth through training in advanced ERP and data management tools.
- A collaborative, inclusive, and technology-driven work environment.
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