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.
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 in order 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 learnings, 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
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 new 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
4+ 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.
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
All your information will be kept confidential according to EEO guidelines.
NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.
NielsenIQ is committed to hiring and retaining a diverse workforce. 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.