Desktop Application Support Engineer - Vulnerability Management

Qualifications : Application Support & Maintenance : - Strong knowledge of PowerShell, MEM/MECM/SCCM, Intune, Microsoft Deployment Technology (OSD), Windows Desktop Operating Systems (Win10/11), and Mac OS. Hybrid Join, Co-management, Modern Management, Virtualization (Citirx,VMWare), Microsoft Bitlocker, Microsoft Office Suite (M365), Browsers (Chrome, Edge, FireFox), CrashPlan, Entra, Active Directory/Group Policy, QlikView, PowerBI SQL, Access, Visio, Jira. - Strong understanding of various infrastructure technologies such as WAN/LAN, TCIPIP, DHCP, DNS, VPN, Windows Server operating systems. - Ability to effectively interact with individuals at all levels of responsibility and authority. Strong trouble-shooting and organizational skill. - Exceptional customer service skills with the ability to work with onshore and offshore business units, and the ability to meet project deliverables with minimal user disruption. - Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork. Ability to positively influence, mentor and be a credible source of knowledge to less experienced team members. Principal Responsibilities : - Vulnerability Management : Identify, assess, and resolve Windows desktop operating system and application vulnerabilities to ensure the security and stability of endpoints. Determine detection methods used to identify vulnerabilities and identify feasible and effective resolutions. - Software Lifecycle Management : Manage end-of-support and end-of-life software, including planning and executing upgrades, replacements, and decommissioning. - Technical Support : Provide over-the-shoulder support for desktop systems, including installation, configuration, troubleshooting, and maintenance of software. - Patch Management : Implement and manage third party software patches and updates to maintain system integrity and security. - Software Packaging : Perform analysis work to determine if vulnerable, and end-of-support, and end-of-life software can be packaged for resolution (modify/harden/upgrade/uninstall) across hundreds or thousands of devices. Submit packaging requests with requirements as needed. - Quality Assurance : Guide packaging fixes through IT and business unit testing phases, addressing defects back through continuous improvement as needed. - Software Distribution : Monitor, report on, and optimize outcomes for fixes, upgrades, or uninstallation of vulnerable applications, ensuring efficient desktop operations and user satisfaction. - Documentation : Create and maintain documentation, including operational procedures, knowledge articles, user reference guides, and project plans; perform system health checks and create test plans and cases for new applications and tool offerings, recommending and implementing enhancements where needed. - User Training : Provide training and support to end-users to enhance their understanding and use of desktop systems and applications, particularly where end-users are experiencing changes to operating systems and applications related to vulnerabilities and end-of-life. - Ticket and Problem Management : Manage Tier 3 and higher ticketing system queues and process tickets, acting as point of escalation interface with IT and business units on a regular basis to support requests; manage and enhance deployment schedules as needed; act as point of escalation for Level 3 support and major incidents, working with partners and vendors when needed to resolve complex technical issues. - Service Improvement : Review delivery and uptime metrics associated with services provided and drive continual service improvements regardless of where the technology components, skills, or processes reside. - Collaboration : Work closely with other IT team members to develop and implement new technologies and solutions. (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 5/1/2025