Job Description
About Us: Outsourced is a leading Philippines outsourcing company providing dedicated remote staff and offshore staffing services. We specialise in providing staff of the highest quality who will continue to exceed your expectations and provide benchmark offshore solutions to your business. With Outsourced you can scale your organisation quickly, easily and cost effectively with dedicated remote staff based in our modern offices in Manila.
Role Overview The Support Technician is responsible for troubleshooting, diagnosing, and resolving technical issues related to Microsoft Dynamics 365 and associated platforms.
This role involves providing first- and second-line support, maintaining system performance, and contributing to continuous improvement through documentation and knowledge sharing.
Key Responsibilities 1. Dynamics 365 Support - Provide first- and second-line support for Microsoft Dynamics 365 and related solutions
- Troubleshoot functional issues including forms, workflows, plugins, security roles, and data inconsistencies
- Support Power Platform components (Power Automate, Dataverse, model-driven apps)
- Diagnose and escalate technical issues (JavaScript, APIs, plugins) with proper logging and documentation
- Assist with configuration changes (dashboards, forms, fields, business processes)
- Monitor system performance and identify inefficiencies
2. Security & Environment Management - Manage user access and security roles
- Support environment lifecycle tasks (sandbox refreshes, backups, deployments)
- Conduct health checks on environments (storage, API usage, integrations)
3. Technical Troubleshooting - Use tools such as Power Platform Admin Center, Plugin Trace Logs, DevTools, and XRM Toolbox
- Troubleshoot integrations (Azure Functions, APIs, connectors)
- Identify root causes of system failures and recommend solutions
- Handle data tasks such as imports, exports, and data quality resolution
4. Incident & Problem Management - Log, categorize, and resolve incidents via the Support Desk
- Identify recurring issues and contribute to long-term fixes
- Prepare detailed escalation documentation (logs, screenshots, reproduction steps)
5. Documentation & Knowledge Sharing - Develop and maintain knowledge base articles
- Document system updates, configurations, and release notes
- Provide user guidance and training
- Contribute to best practices and process improvements
Skills, Qualifications & Experience Essential - Experience with Dynamics 365 configuration and customization
- Strong analytical and problem-solving skills
- Excellent communication skills (written and verbal)
- Strong organizational and time management abilities
- Ability to build relationships with colleagues and clients
- Team-oriented with a proactive (“can-do”) attitude
- Ability to work under pressure
Desirable - Programming knowledge (C#, JavaScript, HTML/CSS, SQL)
- Familiarity with Microsoft tools (Excel, Word, Outlook, Project)
- Knowledge of ITIL practices
- Understanding of project management lifecycle
- Interest in technology and innovation
- Adaptable and flexible mindset
Work Schedule: 1:00 PM - 10:00 PM PHT
Work Setup: Home-based
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
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