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, 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 the smooth operation of essential applications and systems. You will engage in problem-solving activities, analyze system performance, and contribute to the overall efficiency of business processes, all while maintaining a focus on delivering high-quality support to users and stakeholders.

Roles & Responsibilities:

• Configure Nex Think 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
• Manage and maintain the Nexthink platform, including core components, collectors, and integrations.
• Configure Nex Think 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.
• 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.
• 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.
• 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.
• Integrate Nexthink with other ITSM, monitoring, and endpoint management tools (e.g., Service Now, 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
• 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.

Professional & Technical Skills:

• Strong experience with Nexthink platform (Certified preferred).
• Strong NQL and Powershell Scripting
• Handson Experience with Nex Think
• Windows administration
• Familiarity with EUC tools: MECM, Intune, Active Directory, Service Now, 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).
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to translate technical findings into business-relevant insights.
• Nexthink Certified Associate / Advanced
• Microsoft or Citrix certifications (optional)

Additional Information:

• The candidate should have a minimum of 5 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 at www.accenture.com

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