Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services, Ensuring Compliance With Company Policies.
2. Provide Expert Support For Complex Incidents Escalated By Analysts, Utilizing Advanced Troubleshooting Techniques And Root Cause Analysis To Resolve Technical And Security Issues Effectively.
3. Lead Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Their Skills And Service Delivery.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Ensuring Seamless Operations, And Maintaining A Strong Security Posture.
5. Enhance Customer Experience And Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions Or Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

Strong knowledge of: Nexthink Platform (NQL preferred) Windows OS & endpoint management Networking basics (DNS, VPN, latency) Scripting (PowerShell preferred) Analytical and troubleshooting skills Understanding of ITSM processes (Incident, Problem, Change)

Other Requirements

Reporting & Dashboards Design and maintain custom dashboards (Experience, Applications, Devices) Generate: SLA/XLAs reports User experience scores Adoption and usage metrics Share insights with management and stakeholders 🔐 6. Security & Compliance Monitoring Track suspicious activity or unusual behavior Monitor software usage and unauthorized apps Support audit and compliance reporting Ensure data privacy and governance policies ⚙️ 7. Remote Actions & Scripting Develop and maintain PowerShell / VB scripts for: Issue resolution Data collection Execute Remote Actions on endpoints Validate results and ensure safe execution 🤝 8. Collaboration & Stakeholder Support Work with: End-user computing (EUC) teams Network and security teams Application owners Provide technical guidance to L1 team Participate in major incident calls (war rooms) 📚 9. Continuous Improvement Optimize Nexthink usage and configurations Suggest new use cases (DEX improvement, proactive monitoring) Maintain knowledge base and documentation Stay updated with Nexthink features and best practices .