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Last Date Monday, December 24, 2018
Division 1




This IT Application Support/ERP ADMINISTRATOR position is responsible to resolve first level support issues related to various software applications (AX and CRM) within the company. This involves providing service support calls/emails and provide superior help desk performance as measured by ticket quality, call quality, resolution quality and timing, and overall client satisfaction. 




  • Be the first point of contact with the users to record, track and provide first level support for calls related to software applications.
  • Attend to calls related to POS and troubleshoot the issue at the first level.
  • Be part of a team and develop your skills as you solve complex technical issues.
  • Monitor daily sales figures are accurate matching the management reports and report to the technical heads of any mismatches.
  • Provide Administrative task like creation of users and roles within the application systems.
  • Recording all trouble issues raised by user into the ticketing system and assign tasks to 2nd level support if not solved by 1st level support.
  • Manage relationships with the users and provide technical documentation for the troubleshooting steps to the department knowledgebase.
  • Report software bugs and be an advocate for product improvement using customer suggestions.
  • Provide in-depth technical support for customer service delivery via telephone, written correspondence, or electronic service regarding technically complex, escalated problems.
  • Engage and collaborate with other Microsoft groups, including escalation teams and the development team, in gaining resolution to critical, complex issues.
  • Provide exceptional customer service in politically charged environments.
  • Create advanced technical content including Knowledge Base articles, training documents, blogs, etc.
  • Work as part of a project team to coordinate system/integration development and testing.
  • Test new system enhancements and identify errors.
  • Assist in developing methods for integrating different products so they work properly together, such as testing data integration interfaces.
  • Assist in the planning and implementation of additions, deletions and major modifications to the supporting infrastructure.
  • Assist with administration of all systems.
  • Assist with day-to-day operational support, maintenance tasks and system monitoring



  • Receives general supervision from the IT Applications Manager



Knowledge, Skills, and Abilities

  • Strong customer service and accurate and logical problem solving,
  • A working knowledge of Dynamics AX is a must and Dynamics CRM will be a plus.
  • Good knowledge of Microsoft SQL and Active Directory.
  • Experience in creating technical documentation and sharing knowledge with others through training delivery and mentoring.
  • Calm and inviting phone presence to de-escalate customer issues.
  • Experience in effectively communicating with information technology resources to achieve mutual goals
  • Excellent communication skills
  • Highly Organized
  • Flexibility and creativity
  • Strong working knowledge of Microsoft Office including Word, Excel & PowerPoint
  • Understanding of ERP functions including accounting, inventory control, and distribution.
  • Experience with user training and post go-live support
  • 24/7 Emergency on call availability.


Education and Experience


Proven track with minimum 3 years of experience performing similar work with a reputable company



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