L3 DEX / Nexthink Engineer (Client- TCS)

Greetings!

Hiring for TCS Client!

Position: L3 DEX / Nexthink Engineer

Experience: 8+ Years

Location: Hyderabad / Delhi NCR, India

Role Overview

We are looking for an experienced L3 DEX / Nexthink Engineer to own engineering and operational support for Nexthink or an equivalent Digital Employee Experience (DEX) platform in a large enterprise environment.

The role will focus on converting endpoint telemetry and digital experience signals into reliable monitoring, diagnostics, automation, remediation, and measurable service improvements. The candidate will work closely with Customer L4/Architecture, Cybersecurity, Service Desk, Application, Quality, and third-party teams while retaining operational ownership of the assigned service.

Key Responsibilities

• Administer and manage DEX platform configuration, collectors/agents, engines, portals, connectors, roles, content packs, and platform upgrades.
• Develop and maintain investigations, remote actions, campaigns, dashboards, alerts, experience scores, and operational reports.
• Troubleshoot endpoint performance, boot/login issues, application stability, network experience, collaboration quality, and device-health issues using endpoint telemetry.
• Design and implement safe automated remediation using appropriate targeting logic, approvals, exclusions, rollback mechanisms, and measurable outcome validation.
• Integrate the DEX platform with ITSM, endpoint management, identity, and reporting platforms for incident enrichment, proactive detection, and closed-loop remediation.
• Manage data quality, collector coverage, privacy controls, retention policies, access controls, and platform performance at enterprise scale.
• Identify recurring digital experience issues, quantify affected user/device populations, and lead cross-functional problem investigations and improvement plans.
• Enable Service Desk and engineering teams through curated dashboards, troubleshooting guides, knowledge articles, and shift-left use cases.
• Own complex L3 incidents, problem investigations, RCA, and permanent corrective actions.
• Perform proactive platform health checks, capacity and performance reviews, trend analysis, vulnerability remediation, and service improvement activities.
• Plan and execute approved changes, releases, upgrades, and minor enhancements in accordance with formal ITSM/change-control and rollback procedures.
• Maintain architecture-aligned configurations, SOPs, runbooks, knowledge articles, configuration records, and audit evidence.
• Coordinate with Customer L4/Architecture, Cybersecurity, Quality, Application teams, Service Desk, and third-party vendors.
• Mentor L1/L2 engineers, conduct knowledge-transfer sessions, improve shift-left resolution, and provide technical support during major-incident bridges.
• Produce operational dashboards and reports covering availability, capacity, incidents, problems, changes, risks, and improvement actions.

Required Technical Skills:

• Hands-on experience with Nexthink administration and content engineering, or an equivalent DEX platform.
• Strong knowledge of Windows endpoint internals, performance troubleshooting, application behavior, networking, and user-session diagnostics.
• Experience with Nexthink Query Language (NQL).
• Strong scripting experience with PowerShell and Nexthink Remote Actions.
• Knowledge of Python is an advantage.
• Integration experience with:
• ServiceNow
• SCCM/MECM
• Microsoft Intune
• Azure / Entra ID
• Power BI or equivalent reporting platforms
• Understanding of endpoint telemetry, privacy controls, role-based access, data retention, and secure remediation.
• Strong understanding of enterprise change control and operational governance.
• Nexthink certification or relevant DEX/vendor certification is preferred.

ITSM & Operational Skills

• Strong experience with ITIL-based Incident, Problem, Change, Release, and Configuration Management.
• Experience working in large-scale enterprise managed-services environments.
• Strong L3 troubleshooting capabilities across:
• Endpoint
• Network
• Identity
• Security
• Applications
• Integrations
• DEX platform
• Experience preparing RCA reports, implementation plans, runbooks, SOPs, knowledge articles, and operational governance documents.

Interested candidate can share their profile on

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