L3 Support Engineer / SME – Nexthink (WorkBlaze)

L3 Support Engineer / SME – Nexthink (WorkBlaze)

Location: South Africa (Onsite)

Company: HCLTech

Role: L3 Support Engineer / SME – Nexthink (WorkBlaze)

Experience: 8–12 Years

About the Role

HCLTech is seeking an experienced L3 Support Engineer / SME – Nexthink (WorkBlaze) to lead Digital Employee Experience (DEX) monitoring, analytics, automation, and proactive endpoint management. This role serves as the highest technical escalation point for the Nexthink platform and plays a key role in improving endpoint performance, user experience, and IT service reliability.

Key Responsibilities

• Administer, maintain, and optimize the Nexthink / WorkBlaze platform.
• Create and manage dashboards, investigations, alerts, metrics, and reporting.
• Monitor endpoint health, application performance, network experience, and Digital Experience Index trends.
• Perform advanced troubleshooting and root cause analysis for complex incidents.
• Design and maintain remote actions, proactive remediation, and automation workflows.
• Collaborate with Service Desk, EUC, Infrastructure, Security, and Application teams to improve user experience.
• Develop operational and executive reports, SOPs, runbooks, and knowledge articles.
• Mentor L1 and L2 support teams and participate in governance and service improvement initiatives.

Required Skills

• Hands-on experience with Nexthink / WorkBlaze Administration
• Investigations, Dashboards, Alerts, Metrics, Campaigns & Remote Actions
• Windows 10/11 Endpoint Troubleshooting
• Microsoft Intune, SCCM / MECM
• Active Directory & Microsoft 365
• Incident, Problem, Change & Knowledge Management
• Data Analysis, Trend Analysis & Technical Reporting
• Stakeholder Management & Documentation

Preferred Skills

• Nexthink Infinity
• PowerShell Scripting & Endpoint Automation
• ServiceNow or other ITSM Platforms
• API Integrations & Reporting
• Digital Employee Experience (DEX) Programs

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field
• Nexthink Certification (Preferred)
• ITIL 4 Foundation (Preferred)
• Microsoft Endpoint / Intune Certifications (Preferred)

Why Join HCLTech?

• Work with a leading Digital Employee Experience platform.
• Drive enterprise-scale automation and proactive remediation initiatives.
• Partner with global teams to improve endpoint reliability and user productivity.
• Opportunity to influence strategic DEX improvements and operational excellence.

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