Project Role : 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
3 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 seamless operation of essential applications and systems. You will engage in proactive monitoring and analysis, contributing to the overall efficiency and reliability of business processes while maintaining a focus on customer satisfaction and service excellence.
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.
Monitoring & Analytics
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.
Reporting & Insights
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.
Incident & Problem Management
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
User Engagement
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 minimum 3 years of experience in NEXThink.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.
