REF22361V

Responsibilities include but are not limited to:

The Senior Support Specialist provides technical support for associates within the organization on any of the company owned operating systems. They provide technical support to associates and extend general technical assistance for supported applications.

Responsibilities include but are not limited to:

• The ideal candidate will provide computer technical support to maintain, analyze, troubleshoot, and restore computer and information systems to an operational status within the Nielsen end user community
• Under minimal supervision, provides front line support to end users to include interacting with other technical teams as needed to resolve end user technical issues.
• Follows established procedure to ensure workstations within the enterprise environment are properly patched and aligned with the latest security and OEM patches.
• Provides on-site technical support by performing installation, repair, and preventative maintenance of workstations and related software/hardware.
• Troubleshoots software and hardware failures and applies domain specific knowledge to return equipment to operational status within agreed upon Service Level Agreement parameters.
• Interacts daily with supervisor, peer groups and customers to manage workflow in a timely and professional manner.
• Supports and maintains user account information including administration rights and relevant updates to Service Now ticketing system to include accurate tracking of all physical workstations as per the asset management compliance requirements.
• Responsible for implementing fixes and patches as required by Desktop Engineering team
• Understands and can apply advanced technical principles and methodologies.
• Apply previous learning, maintain certifications, and demonstrate willingness to adapt new technology solutions.
• Provide support for Audio and Video related issues at designated office
• Install, Configure and Manage Audio and Video Hardware environment
• Ensure any end user issues are handled expeditiously and that all proper ticket and issue documentation is completed
• Participate in critical support incidents that involve A/V equipment which may include being on site for testing/remediation after normal operating hours
• Must be competent to work as part of a team on all phases of customer support to include physical activities such as moving printers, workstations, and other items.
• Experience with image/load set deployment in an enterprise environment

Soft skills and Professionalism

• Ability to successfully build relationships with challenging stakeholders and navigate social environments
• Ability to communicate effectively
• Can adapt to change and innovative ideas or ways of working
• Exhibits empathy when partnering with internal and external stakeholders
• Maintain an enthusiastic attitude and willingness to assist users at all times
• Always ensure that conversations/discussions with end users are professional and focused on issues related to business and technology support
• Always ask for assistance when unsure of how to address a situation and lean on the team for support and additional training when needed
• Demonstrated ability to communicate or escalate situations which cannot be resolved quickly or are likely to be escalated
• Show initiative and follow through to completion of assigned tasks
• Respond timely to requests for assistance and confirm completion
• Respond positively to coaching and show improvement in areas requiring additional training or feedback

Background/Qualification Requirements

• 7+ years related experience with relevant certification.
• Experience with MS Windows 8, 10, and 7
• Self-motivated, creative, willing to work as a member of a team, organized and able to manage individual schedules.
• Desired certifications CompTIA A+, ITILv3

Our Benefits

• Flexible working environment
• Health insurance
• Parental leave
• Life assurance

About NielsenIQ

NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what’s possible. How? We combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation. Join us and change the landscape.

Learn more at: www.niq.com

Want to keep up with our latest updates? Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

NielsenIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/