Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 200 professional experts across the globe, we service some of the world’s most successful Fortune 500 and Fortune 1000 companies.
About the role:
The DEX Support Engineer is responsible for monitoring, analyzing, and improving the digital employee experience using the Nexthink platform. This role proactively identifies endpoint, application, network, and user experience issues, develops automations and remediation workflows, and drives continuous service improvement to reduce incidents and improve employee productivity.
Key Responsibilities
Digital Experience Monitoring
- Monitor endpoint health, device performance, application stability, and user experience metrics using Nexthink.
- Analyze DEX scores and identify trends impacting employee productivity.
- Track performance indicators such as boot times, login duration, crashes, freezes, Wi-Fi quality, and application performance.
Proactive Incident Management
- Detect emerging issues before users report them.
- Perform root cause analysis on recurring endpoint and application problems.
- Develop corrective action plans to reduce recurring incidents and service desk volume.
Automation & Self-Healing
- Design and maintain Nexthink workflows, remote actions, and automated remediation processes.
- Implement self-healing solutions for common endpoint issues such as:
- VPN connectivity problems
- Application crashes
- Device performance degradation
- Disk space issues
- Windows patch failures
- Intune/SCCM compliance issues
User Experience Improvement
- Conduct sentiment analysis and gather employee feedback through Nexthink campaigns.
- Partner with service owners to improve employee experience and productivity.
- Recommend improvements based on analytics and operational data.
Benefits at Anovia:
- Comprehensive Health Insurance policy
- Employee Wellness Program with focus on mental health
- Robust reward and recognition programs
- Company incentive programs offered
- Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
- Ample growth and learning opportunities
- Remote work opportunities
- Focus on work/life balance
- Immigration Program supporting immigration to Canada for eligible employees
We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Anovia is an equal opportunity employer and may use Artificial Intelligence tools to assist in reviewing and processing candidate applications.
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