Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : NEXThink
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As an Application Support Engineer, you will act as software detectives, providing a dynamic service that identifies and solves issues within multiple components of critical business systems. Your typical day will involve collaborating with various teams to troubleshoot and resolve software-related challenges, ensuring the smooth operation of essential applications and systems. You will engage in problem-solving activities, analyze system performance, and contribute to the overall efficiency of business processes, all while maintaining a focus on delivering high-quality support to users and stakeholders. Roles & Responsibilities: • Configure NexThink suite for digital experience monitoring • Analyze user experience data and generate insights • Automate remediation workflows using scripting • Develop and maintain dashboards and reports • Collaborate with IT teams to improve end-user experience • Lead initiatives for proactive issue resolution • Manage and maintain the Nexthink platform, including core components, collectors, and integrations. • Configure NexThink suite for digital experience monitoring • Ensure data accuracy, performance, and availability of the Nexthink environment. • Upgrade and patch the platform in line with vendor best practices and security standards. • Build and maintain dashboards, campaigns, and investigations to monitor end-user device health, performance, and usage trends. • Analyze user experience data and generate insights • Identify and address issues proactively (e.g., slow login times, application crashes, network latency). • Correlate Nexthink insights with other monitoring tools to improve incident resolution and root cause analysis. • Create and share regular reports on digital employee experience metrics, endpoint performance, software usage, and user sentiment. • Develop and maintain dashboards and reports • Provide actionable insights to IT leadership and service desk teams to improve support efficiency and user satisfaction. • Support incident and problem management by using Nexthink to identify patterns, systemic issues, and impacted users. • Collaborate with IT teams to improve end-user experience • Partner with Service Desk and Desktop Engineering to resolve recurring or widespread end-user issues. • Integrate Nexthink with other ITSM, monitoring, and endpoint management tools (e.g., ServiceNow, SCCM, Intune). • Automate remediation workflows using scripting • Develop automated workflows and remediation actions using Nexthink Act to improve response times and reduce manual effort. • Lead initiatives for proactive issue resolution • Design and deploy targeted Nexthink campaigns (e.g., surveys, notifications) to collect feedback or drive user awareness. • Analyze campaign results to guide decision-making or drive support improvements. Professional & Technical Skills: • Strong experience with Nexthink platform (Certified preferred). • Strong NQL and Powershell Scripting • Handson Experience with NexThink • Windows administration • Familiarity with EUC tools: MECM, Intune, Active Directory, ServiceNow, or equivalent. • Scripting experience (PowerShell, Python, etc.) is a plus. • Knowledge of endpoint performance metrics (CPU, RAM, disk, login time, etc.). • Understanding of ITIL processes (Incident, Problem, Change Management). • Strong analytical and problem-solving skills. • Excellent communication and stakeholder management abilities. • Ability to translate technical findings into business-relevant insights. • Nexthink Certified Associate / Advanced • Microsoft or Citrix certifications (optional) Additional Information: - The candidate should have a minimum of 5 years of experience in NEXThink. - This position is based at our Bengaluru office. - A 15 years full time education is required.
Bengaluru
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