Enterprise Systems Support Specialist

The Enterprise Systems Support Analyst is responsible for managing Tier 1 production support activities for the Microsoft Dynamics AX and D365 CE environments. This position will partner with a team of analysts and administrators for escalation and resolution of support cases.

 Responsibilities include managing and resolving user support requests for all users in the Organization while meeting appropriate SLAs. 

 Responsibilities

• Serve as a Tier 1 point of contact and internal support for all users.
• Manage the case queues, classifying cases, prioritizing delivery teams, and ensuring cases have met minimum criteria to be worked on by the team or perform the necessary follow up to ensure completeness of information.
• Reach out to stakeholders as necessary for clarity on case requests or coordinate troubleshooting sessions as needed.
• Hands-on case resolution, including outreach and direct interaction...