Job Description

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

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 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 minimum 5 years of experience in Microsoft Windows Desktop Management. - This position is based at our Gurugram office. - A 15 years full time education is required.




15 years full time education