Level 1 IT Support Analyst

OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers.

We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams.

Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities.

We are proud to be:

As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses.

Join OutForce and build your future with one of Asia’s best workplaces.

About the Team You’ll Join

A multidisciplinary firm with over 100 years of experience, delivering design, engineering, geospatial, planning, and consulting solutions across both public and private sectors. Established in 1911, it has grown from a local engineering and surveying firm into a global organization with more than 3,000 professionals across 75+ locations. The company fosters a culture of innovation, collaboration, and professional growth, providing a dynamic environment where employees can make meaningful contributions and work on impactful projects around the world.

Job Overview:  

Employment type: Full-time

Shift: TBC

Work setup: TBC

Salary: TBC

What we offer:

• Competitive compensation package aligned with your skills and experience
  
• Night differential pay to help maximize your earnings
  
• Comprehensive HMO coverage, including a free dependent on Day 1
  
• Permanent work-from-home setup for better work-life balance
  
• Employee referral program with rewarding incentives
  
• 20 days of annual leave, giving you flexibility to manage your time
  
• Engaging team activities and events to keep work enjoyable
  
• Build strong, high-impact connections with key stakeholders across the business
  
• Take part in client engagement initiatives to elevate your professional experience
  

• Demonstrated advanced proficiency in reading, writing, and speaking English is required to effectively perform the duties of this role.
  
• 2+ years in an IT support, application support, or help desk role (Tier 1 or similar), preferably supporting enterprise business applications.
  
• Familiarity with Microsoft Dynamics 365 (FO and/or CE) or comparable ERP/CRM platforms; ability to learn quickly and navigate confidently.
  
• Strong customer service mindset with the ability to communicate clearly with non-technical users.
  
• Demonstrated ability to troubleshoot methodically, document thoroughly, and manage multiple tickets while meeting SLAs.
  
• Experience with ticketing tools/processes and basic prioritization and escalation discipline.
  

Preferred Qualifications:

• Experience with Dynamics 365 ISVs, specifically HSO’s aec360, SKSoft Treasury Automation Suite (TAS), RSAT, and Docentric (preferred, not required).
  
• Dynamics 365 Certifications (preferred, not required).
  
• Knowledge of Microsoft Dynamics 365 Customer Engagement (CE) (preferred, not required).
  

• Serve as the first line of defense for D365FO and D365 CE questions and incidents; respond to tickets, emails, and user inquiries using established ITSM processes.
  
• Perform initial triage: confirm impact, gather details, reproduce issues when possible, identify category/priority, and determine whether the item is Tier 1 resolvable or requires escalation.
  
• Provide timely user updates, set expectations, and ensure tickets are tracked through closure with appropriate documentation.
  

§  End-User Assistance (D365FO / D365 CE)

• Resolve common “how-to” and functional support requests (navigation, basic process guidance, common errors, report questions, etc.).
  
• Support account/access troubleshooting and coordinate approvals or required steps for CE access where applicable.
  
• Assist with basic system validations (e.g., confirming a user’s security role, verifying data presence, checking common configuration drivers) and route to the correct owner when beyond Tier 1.
  

§  Documentation & Knowledge Management

• Create and maintain Tier 1 knowledge articles, quick reference guides, and standard troubleshooting checklists to reduce repeat incidents and improve response times. (Best-practice aligned with the structured support approach reflected in your team materials.)
  
• Document each ticket clearly: symptoms, steps attempted, findings, screenshots/log references, workaround (if any), and final resolution.
  

§  Escalation & Cross-Team Collaboration

• Escalate issues that require deeper configuration/development investigation to Tier 2/3 ERP resources with complete diagnostics and reproduction details.
  
• When internal resolution isn’t possible, support escalation to external vendors/partners by providing well-written issue summaries and required evidence (e.g., ticket details, business impact, examples).
  
• Collaborate with Corporate Applications/ERP team members to ensure issues are routed appropriately and users receive consistent communications.
  

§  Basic QA Support (as needed)

• Assist with basic validation testing of fixes (smoke testing) in lower environments as directed by Tier 2/3 teams; confirm results and report back with evidence.
  

Ready to take your career to the next level? Join us and be part of a team that values your growth, celebrates your achievements, and empowers you to make a real impact. Apply today and start shaping your future with a company that invests in your success every step of the way!