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 5 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 actively monitoring and investigating issues across various critical business systems. This role requires a dynamic approach to identifying problems, analyzing system components, and ensuring smooth operation by promptly addressing disruptions. The engineer collaborates with different teams to maintain system stability and supports continuous improvement efforts to enhance overall service quality and reliability.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate cross-functional communication to ensure timely resolution of system issues.
- Mentor junior team members to foster skill development and knowledge sharing.
- Drive process improvements to enhance support efficiency and system uptime.
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

Platform Administration & Optimization
Manage and maintain the Nexthink platform, including core components, collectors, and integrations.
Configure NexThink suite for digital experience monitoring
Ensure data accuracy, performance, and availability of the Nexthink environment.
Upgrade and patch the platform in line with vendor best practices and security standards.
Monitoring & Analytics
Build and maintain dashboards, campaigns, and investigations to monitor end-user device health, performance, and usage trends.
Analyze user experience data and generate insights
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.
Reporting & Insights
Create and share regular reports on digital employee experience metrics, endpoint performance, software usage, and user sentiment.
Develop and maintain dashboards and reports
Provide actionable insights to IT leadership and service desk teams to improve support efficiency and user satisfaction.
Incident & Problem Management
Support incident and problem management by using Nexthink to identify patterns, systemic issues, and impacted users.
Collaborate with IT teams to improve end-user experience
Partner with Service Desk and Desktop Engineering to resolve recurring or widespread end-user issues.
Integrations & Automation
Integrate Nexthink with other ITSM, monitoring, and endpoint management tools (e.g., ServiceNow, SCCM, Intune).
Automate remediation workflows using scripting
Develop automated workflows and remediation actions using Nexthink Act to improve response times and reduce manual effort.
Lead initiatives for proactive issue resolution
User Engagement
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.

Required Skills & Qualifications:
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).
Soft Skills
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management abilities.
Ability to translate technical findings into business-relevant insights.

Certifications (Preferred):
Nexthink Certified Associate / Advanced
Microsoft or Citrix certifications (optional)

Professional & Technical Skills:
- Must To Have Skills: Proficiency in NEXThink.
- Strong troubleshooting and problem-solving abilities related to application support.
- Experience in monitoring and analyzing system performance and health.
- Ability to work collaboratively with cross-functional teams to resolve complex issues.
- Familiarity with incident management and root cause analysis techniques.
- Excellent communication skills to effectively document and convey technical information.

Additional Information:
- The candidate should have minimum 8 years of experience in NEXThink.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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