Job Summary

The DEX SME is responsible for monitoring, analyzing, and improving the digital workplace experience for end users through DEX platforms, analytics, automation, and proactive service improvement initiatives. The role works closely with Service Desk, EUC, Infrastructure, Security, Application, and Business teams to improve employee productivity and end-user satisfaction.

Key Responsibilities

Key Responsibilities

• Administer and optimize DEX platforms such as Nexthink, ControlUp, Lakeside SysTrack, Aternity, or equivalent solutions.
• Monitor endpoint health, device performance, application experience, login performance, collaboration services, and user sentiment metrics.
• Perform root cause analysis of recurring incidents and identify technology experience gaps.
• Develop dashboards, health scores, Digital Experience Indexes, and executive reports.
• Drive proactive remediation initiatives to reduce ticket volumes and improve user experience.
• Design and implement self-healing and automation solutions using PowerShell, Python, Intune Remediation, and DEX automation capabilities.
• Partner with Service Desk, Desktop Support, Engineering, and Resolver Groups during major incidents and problem investigations.
• Support executive and VIP user experience management programs.
• Drive continual service improvement initiatives and XLA-based service measurements.
• Maintain operational documentation, knowledge articles, and governance reports.
• Participate in 24x7 support activities and critical incident response when required.

Skill Requirements

Technical Skills Required

• DEX Platforms: Nexthink, Lakeside SysTrack, ControlUp, Aternity.
• Microsoft Technologies: Microsoft 365, Exchange Online, Teams, OneDrive, SharePoint Online, Intune.
• Endpoint Management: Intune MDM/MAM, Endpoint Analytics, Windows Autopilot.
• Operating Systems: Windows 10/11 and MacOS fundamentals.
• Virtual Desktop Technologies: Azure Virtual Desktop (AVD), Citrix Virtual Apps & Desktops, VMware Horizon.
• Scripting and Automation: PowerShell, Python, REST APIs.
• Monitoring Tools: Splunk, Datadog, Grafana, Azure Monitor.
• ITSM Platforms: ServiceNow, BMC Helix or equivalent.

Other Requirements

Experience and Qualifications

• 8+ years of experience in End User Computing, Digital Workplace, Infrastructure Support, or Enterprise IT Operations.
• 3+ years of hands-on experience with a DEX platform.
• Experience supporting large enterprise environments with global users.
• Experience with service improvement, problem management, and automation initiatives.
• Excellent analytical, troubleshooting, communication, and stakeholder management skills.

Preferred Certifications

• Nexthink Certified Professional/Expert.
• Microsoft Endpoint Administrator Associate.
• Microsoft 365 Administrator.
• ITIL Foundation or higher.
• Azure Administrator Associate.

Key Performance Indicators (KPIs)

• Improvement of digital experience score and endpoint health metrics.
• Reduction in recurring incidents and service tickets.
• Increase in automation and self-healing adoption.
• Improvement in user satisfaction (CSAT/XLA) scores.
• Compliance with SLA, operational, and governance requirements.

Working Model

• 24x7 support environment.
• Participation in major incident management and after-hours support activities.
• Collaboration with global delivery teams and business stakeholders.