Technical Support Engineer (Level2)

Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more.

As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias's esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.

Requirements

• 2+ years in L2 technical support role with commercial experience in supporting ERP or CRM systems
• D365 ERP functional experience is a must
• Proven experience in troubleshooting and problem resolution, with bility to analyze complex technical issues
• Experience with support flows and escalation processes
• Strong communication and customer service skills, including fluency in English and French
• Experience with help desk software like Jira, Confluence, Zendesk, or Freshdesk.
• Ability to work independently and manage multiple tasks.
• Good problem-solving/prioritization and time management skills.
• Stress-resilient, capable of handling customer queries calmly.
• An enthusiastic attitude towards learning new technologies and methodologies
• Able to adapt to dynamic environments, keep up with the Client’s requirements

Good to Have:

• Good understanding of how ERP/CRM applications support Finance and Operations
• Good Understanding of processes supported by ERP solutions: Procure to Pay (P2P), Order to Cash (O2C), Record to Report (R2R), Warehouse and Supply Chain (Applicable only to ERP Support candidates)
• Good understanding of processes supported by CRM solutions: Sales, Marketing, Field Service, Customer Service (Applicable only to CRM Support candidates)
• Certifications (e.g., CompTIA, Microsoft Certified Professional).
• Experience with cloud platforms and services (AWS, Azure, GCP).
• Understanding of ITIL principles and practices.
• Experience with automation tools and scripts to streamline support processes.
• In-depth knowledge of specialized IT domains such as cybersecurity, cloud services, or networking.

Responsibilities:

• Respond to technical support requests and manage the service desk, ensuring timely response and resolution of issues.
• Handling agreed communication channels: Phone, E-mail, Service Desk, Chats
• Basic log analysis, troubleshooting, and conducting thorough investigations and analysis of recurring technical problems.
• Support D365 ERP/CRM users to be involved in Finance and Operations and/or Customer Relationship Management of the organization
• On – demand Configurations management of Microsoft D365 modules (either ERP or CRM)
• Monitoring system failures and applying configuration changes
• RCA management for issues resolved on L2 level
• Close collaboration with L3 on a day-to-day basis
• Pushing matters through to resolution in a support context
• Suggest improvements to reduce future support tickets.
• Communicate effectively with users to understand and address their needs.
• Analyze and troubleshoot common customer issues.
• Set up and configure new user accounts.
• Help maintain internal documentation, including updating FAQs and knowledge base articles.
• Engage in continuous training and development activities. Participate in internal training sessions to enhance technical knowledge.

At Intellias, where technology takes center stage, people always come before processes. We're dedicated to cultivating a tech-savvy environment that empowers individuals to unlock their true potential and achieve extraordinary results. Our customized benefits not only prioritize your well-being but also charge your professional growth, making this opportunity an ideal match for tech enthusiasts like you.