Job Description

UxM Adminstrator

• L2

rate:

• 140K/M

location :

• Bangalore and GNDC.

EXP:

• 5+ years

Roles and Responsibilities:

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:

• Windows 10 / Windows 11 Certified

• Nexthink IT Support Module Certification – Mandatory

• 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

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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

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Deliver

		No
		Performance Parameter
		Measure

		1.

		100% adherence to SLA/ timelines

		Multiple cases of red time

		Zero customer escalation

		Client appreciation emails

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