The Nielsen Company
Information Technology And Services
CustomerTechSupport(ITSupportCoordinatorI)
Neural analysis suggests this role is
optimal for not-applicable candidates.
“Customer Tech Support (IT Support Coordinator I) at The Nielsen Company. Skills: Technical support, Customer service. Log support requests. Unlock user accounts”
Industry & Context.
Troubleshooting
Night Shift PH time
What They're Looking For.
Must Have
Associate Degree in Computer Science, 2+ years equivalent work experience, Working knowledge of Google Tools
What You'll Do.
Provide technical support
Troubleshoot desktops
Troubleshoot mobile devices
Troubleshoot peripherals
Resolve internet issues
Resolve intranet issues
Address panelist concerns
Provide panelist solutions
Identify known conditions
Correct known conditions
Identify new problems
Determine escalation timing
How You'll Work.
Team & Collaboration
App Dev; Office; Nielsen Reps; Panelist households
Communication Scope
Written communication; Verbal communication; Electronic communication
Full Job Description
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future. Nielsen is seeking a Technical Support Representative to provide remote software and hardware support to internal employees and external parties. Job Responsibilities * Log all incoming support requests into customized ServiceNow issue-tracking software * Unlock user accounts and reset passwords * Provide technical support for Microsoft Windows, G Suite, Microsoft Office and custom applications * Troubleshooting of desktops, laptops, tablets, mobile devices and peripherals. * Install, modify, or repair software and hardware * Resolve internet, intranet and VPN connection issues * Primary customer service contact, addressing Nielsen panelist household concerns, questions and providing solutions for prospective and existing panelists * Identify and correct known conditions that can be resolved remotely to prevent issues for employees in the field * Identify conditions or problems that are new/unknown and escalate to the appropriate subject matter expert or management * Must be able to determine when to escalate an issue (multiple reports of a problem, rep in home and 1st level team unable to resolve, unresolvable issues w/ a basic). * Partner w/ App Dev on resolutions for all issues facing assigned user groups * Serve as liaison between office, Nielsen Reps and Nielsen panelist households * Other Duties as assigned ## Qualificatio
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