Application Support Engineer

Application Support Engineer

Act as software detectives, providing a dynamic service identifying and solving 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.
• 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.
• 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.
• 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.
• 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).
• Develop automated workflows and remediation actions using Nexthink Act to improve response times and reduce manual effort.
• 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 3 years of experience in NEXThink.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.