Customer Tech Support (IT Support Coordinator I)

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

• Associate Degree in Computer Science or 2 + years of equivalent work experience in remote technical support

• Working knowledge of Google Tools including Doc, Sheets, Slides, Drive and Sites
• Strong troubleshooting, organizational and documentation skills
• Strong written, verbal and electronic communication skills (English language)
• This will be working in US hours (Night Shift PH time)

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