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 : Microsoft Windows Desktop Management
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 that business operations run smoothly and efficiently. You will engage in problem-solving activities, analyze system performance, and contribute to the continuous improvement of application support processes, all while maintaining a focus on delivering exceptional service to end-users and stakeholders. Roles & Responsibilities: • Handle image updates via authorized service requests. • Integrate and maintain base workstation images (Windows, macOS, drivers, utilities). • Conduct User Acceptance Testing (UAT) and certify images. • Schedule and deploy updated images through approved processes. • Monitor for available patches, conduct testing, and propose patch schedules. • Create, test, and deploy software packages • Perform conflict detection and remediation during packaging. • Conduct UAT, peer reviews, and final release for applications. • Schedule deployments based on incident/request priority. • Triage and manage desktop and VDI-related incidents. • Classify and handle systemic issues (e.g., malware outbreaks). • Work with OEMs and third parties for escalations and resolution. • Coordinate remediation for desktop and VDI support issues. • Manage provisioning of VDI (dedicated & pooled desktops). • Deploy changes on Citrix or similar brokers in all environments (Dev/UAT/Prod). • Apply GPOs, virtual desktop policies, and agent upgrades. • Maintain user profiles (roaming, local, Citrix Profile Manager). • Deploy OS and application patches/hotfixes in accordance with change management. • Hands on Experience with MECM, Intune tool for endpoint management / patching compliance / Packaging. • Maintain systems at patch level N-1 unless otherwise approved. • Test patches with application owners and perform regression testing. • Monitor deployment success and troubleshoot patch issues. • Perform load/performance testing for virtual environments. • Monitor and track false and missed events in order to tune monitoring thresholds. • Report false positives/negatives to improve alert quality. • Respond to alerts from tools, taking appropriate action. • Create, manage, and decommission VDI desktops. • Configure and manage life cycle of the VDI environment. • Maintain hypervisors and presentation servers. • Install and maintain software within the VDI. • Manage VDI image pools and print drivers. • Create, update and decommission VDI desktops. • Baseline and review the threshold monitoring parameters for virtual desktop environment. • Track and report on Citrix (or other interface) license usage. • Analyze license trends to optimize usage and compliance. • Ability to work independently and make decisions with little direct supervision. • Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations. Professional & Technical Skills: • Ability to work independently and make decisions with little direct supervision. • Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations. Must have skill: Proficiency in Microsoft Windows Desktop Management. Hands on Experience with MECM, Intune, Citrix Workspace tool for endpoint management / patching compliance / Packaging Good to have skill: Strong experience with remote desktop tools and advanced troubleshooting techniques for software applications. Application Packaging, scripting, Azure Virtual Device, M365 cloud PC, M365 Additional Information: - The candidate should have a minimum of 3 years of experience in Microsoft Windows Desktop Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.15 years full time education

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