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

3

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: o Handle image updates via authorized service requests. o Integrate and maintain base workstation images (Windows, macOS, drivers, utilities). o Conduct User Acceptance Testing (UAT) and certify images. o Schedule and deploy updated images through approved processes. o Monitor for available patches, conduct testing, and propose patch schedules. o Create, test, and deploy software packages o Perform conflict detection and remediation during packaging. o Conduct UAT, peer reviews, and final release for applications. o Schedule deployments based on incident/request priority. o Triage and manage desktop and VDI-related incidents. o Classify and handle systemic issues (e.g., malware outbreaks). o Work with OEMs and third parties for escalations and resolution. o Coordinate remediation for desktop and VDI support issues. o Manage provisioning of VDI (dedicated & pooled desktops). o Deploy changes on Citrix or similar brokers in all environments (Dev/UAT/Prod). o Apply GPOs, virtual desktop policies, and agent upgrades. o Maintain user profiles (roaming, local, Citrix Profile Manager). o Deploy OS and application patches/hotfixes in accordance with change management. o Hands on Experience with MECM, Intune tool for endpoint management / patching compliance / Packaging. o Maintain systems at patch level N-1 unless otherwise approved. o Test patches with application owners and perform regression testing. o Monitor deployment success and troubleshoot patch issues. o Perform load/performance testing for virtual environments. o Monitor and track false and missed events in order to tune monitoring thresholds. o Report false positives/negatives to improve alert quality. o Respond to alerts from tools, taking appropriate action. o Create, manage, and decommission VDI desktops. o Configure and manage life cycle of the VDI environment. o Maintain hypervisors and presentation servers. o Install and maintain software within the VDI. o Manage VDI image pools and print drivers. o Create, update and decommission VDI desktops. o Baseline and review the threshold monitoring parameters for virtual desktop environment. o Track and report on Citrix (or other interface) license usage. o Analyze license trends to optimize usage and compliance. o Ability to work independently and make decisions with little direct supervision. o 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: o Ability to work independently and make decisions with little direct supervision. o 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 a minimum of 3 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