ADMINISTRATOR L3(CONTRACT)

Job Description

Roles and Responsibilities:

rate :

• 80 - 90 K/M

relv :

• 5+ years

5 days Work from office

Location :

• BNG

rorational shift

Nexthink

Technical Skills Required –

• Proactively analyse the Nexthink environment for the issues/impediments
• Create a Case Study for the client presentation and Implementation later
• Ability to maintain the action tracker of the issues and provide an update to the internal management and with the customer
• Ability to create a custom field, custom trend, investigations, perform Remote Actions and build & manage campaigns using Nexthink
• Ability to review HLD, LLD, SOW, SOP, Process documents, KB articles, RACI Metric and KT Checklist
• Create SOPs and KB articles
• Coordinate with Network team, AD team, SCCM team, Datacentre Team and Wintel teams for addressing Project dependencies
• Create scripts in PowerShell for Nexthink Act modules (Optional).
• Review Nexthink Engineering/Deployment project plan and progress
• Strong Knowledge of Nexthink Finder, Portal and the mode of Nexthink deployment (Hybrid – On Premise or Cloud -SaaS)
• Strong knowledge in Win 7 / Win 8 / windows 10/Windows 11 Operating System
• Good Knowledge of Desktop Support operations on L1 and L3 levels and incident management, Problem Management & Change Management
• Basic Knowledge of Intune and SCCM deployment
• Ability to read logs
• Good Customer orientation and coordination skills
• Good knowledge in deployment tools viz. SCCM, MDT, Altiris etc.
• Basic knowledge of Active Directory and Windows Servers
• Basic understanding of networking concepts
• Basic knowledge in PowerShell scripting
• Strong communication & presentation skills

Automation-

• Should be able to bring in automation wherever necessary in the Nexthink

AI/ML –

• Good understanding of MS Copilot and Prompt Engineering.

Certifications:

1. Windows 10 / Windows 11 Certified
2. Nexthink IT Support Module Certification – Mandatory
3. Nexthink IT Admin Module Certification – Mandatory

Infinity certifications

Certified Nexthink Administrator-Mandatory Certified Nexthink Associate Certified Associate in IT Support Certified Nexthink Practitioner in DEX Automation-Mandatory Certified Nexthink professional in Application Experience Management Professional in Content Management Professional in DEX Management-Mandatory Certified NQL practitioner

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Deliver

No

Performance Parameter

Measure

100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails