Application Support Engineer

Job Description
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 : Microsoft Endpoint Configuration Manager
Good to have skills : Application Packaging, Microsoft Intune
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Application Support Engineer, a typical day involves acting as a software detective by investigating and resolving issues across various components of essential business systems. This role requires a proactive approach to identifying problems, analyzing system behaviors, and ensuring smooth operation of critical applications. The position demands continuous monitoring, collaboration with different teams, and delivering timely solutions to maintain system reliability and performance in a dynamic work environment.

Roles Responsibilities:
SCCM / MECM Operations
Perform L2/L3 support for Microsoft Endpoint Configuration Manager (SCCM/MECM) in production environments
Monitor SCCM infrastructure health (site servers, MPs, DPs, boundaries, clients)
Perform incident, service request, and change activities via ITSM tools (ServiceNow)
Conduct log analysis and RCA for SCCM client and deployment-related issues
Participate in outage/restoration activities and major incident bridges when required

Application Packaging Deployment
Package applications using MSI, EXE, MSIX following enterprise packaging standards
Create silent install/uninstall commands and detection logic
Perform application upgrades, supersedence, and retirements
Deploy software via SCCM Applications / Packages based on approved change requests
Perform pre-deployment validation, peer review, and post-deployment verification

Patch Compliance Management
Support Windows OS and third party application patching using SCCM and integrated tools
Perform deployment scheduling, monitoring, remediation, and reporting
Support vulnerability remediation activities in coordination with Security teams
Ensure compliance with client security baselines and audit requirements

Documentation Governance
Create, update, and follow Runbooks, SOPs, and Work Instructions
Adhere to Accenture delivery governance, approval workflows, and change controls
Support knowledge transfer (KT) sessions and documentation handover
Ensure activities are compliant with ITIL, ISO, and client-specific controls

Stakeholder Delivery Support
Work closely with L1 Service Desk, Security, Infrastructure, and Client stakeholders
Provide clear communication using approved templates and channels
Participate in daily/weekly operational calls and reporting as required
Support continuous improvement initiatives under Workplace Services tower

Mandatory Technical Skills
Microsoft SCCM / MECM Administration
Application Packaging (MSI / EXE / MSIX)
Windows 10 / 11 Enterprise OS
PowerShell scripting for automation and troubleshooting
SCCM Client troubleshooting and log analysis

Good to Have Skills
Intune / Co Management
Third party patching tools (e.g., Patch My PC)
Endpoint security integrations
VDI environments (Citrix / AVD)
Exposure to AMS transition or steady state support

Behavioral Professional Skills
Strong analytical and troubleshooting skills
Structured documentation and process discipline
Ability to work in rotational shifts / on call model
Clear verbal and written communication
Ability to work in client facing managed services environment

Education Certifications
Bachelor s Degree in Computer Science / IT or equivalent experience
ITIL Foundation (Preferred)
Microsoft Endpoint certifications (Preferred)

Work Model Expectations
24 7 / Follow the Sun support depending on account requirements
Strict adherence to SLAs, OLAs, and change processes
Offshore delivery with global stakeholder coordination

- The candidate should have minimum 2 years of experience in Microsoft Endpoint Configuration Manager.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.

Qualification15 years full time education