Application Support Engineer

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


Position Scope:
Responsible to own NEXTHINK platform, analyze the real-time data from the solution and to take necessary timely actions to improve the overall End User services

Responsibilities for Position:
Monitor the End user experience dashboards, digital scores, and alerts daily to check the overall performance scores of end users.
Identify the top issues that are impacting the user experience scores
Analyze the details of the issues and identify probable root cause of the issues and work with relevant teams to take necessary actions.
Log proactive tickets for the identified issues and assign it to the relevant teams and track the issue until it is fixed to close the ticket.
Create new investigations, dashboards, metrices, campaigns and reports to identify, track and resolve ongoing activities or identify potential issues that can be prevented to avoid outages and multiple tickets/calls flooding the service desk
Coordinate with other service teams to ensure the identified issues are addressed by ways of proactive actions, logging tickets with relevant product vendors, track the progress of the cases and report the same to all stake holders.
Would be responsible in developing, maintaining, and governing the usage of the scripts (Solutions) for the L1 engineers/ServiceNow/RTS teams who would use these to resolve known issues.
Create, test, and maintain remote action solutions (Self Heal Use cases)
Perform testing of collector upgrade packages, co-ordinate with business owners and support teams for collector upgrade roll out. Co-ordinate with Win10 engineering team to incorporate the new package into the core application list
Escalate the problem tickets to Nexthink vendor
Co-ordinate with NEXTHINK vendor in performing new feature testing and troubleshooting critical applications

Must Have Skills/Qualifications:
Excellent Administration and Support skills on Windows 10 and MAC (where applicable)
System Scripting and/or programming skills, preferably with PowerShell
Should have at least fundamental certification in cloud technologies like Azure/AWS.
Good verbal and written communication skills to connect with customers/teams at varying levels of the organization

Nice to Have Skills/Qualifications:
Project Management and ITIL Certifications.
Familiar with Software Deployment Tools like SCCM, Intune and JAMF (where applicable)



Qualification
15 years full time education