At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.

ABOUT THE ROLE

Nielsen seeks a Technical Support Representative to provide remote software and hardware support to internal employees and external parties.

ROLE 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, and 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 with App Dev on resolutions for all issues facing assigned user groups

• Serve as liaison between office, Nielsen Reps and Nielsen panellist households

• Other Duties as assigned

QUALIFICATIONS & SKILLS

• 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

• SQL knowledge

• Strong written, verbal and electronic communication skills (English language)

• This position requires candidate to support EST hours, and shift is on rotation basis

ABOUT NIELSEN

As the arbiter of truth, Nielsen Global Media fuels the media industry with unbiased, reliable data about what people watch and listen to. To discover what’s true, we measure across all channels and platforms⁠—from podcasts to streaming TV to social media. And when companies and advertisers are armed with the truth, they have a deeper understanding of their audiences and can accelerate growth. Do you want to move the industry forward with Nielsen? Our people are the driving force. Your thoughts, ideas and expertise can propel us forward. Whether you have fresh thinking around maximizing a new technology or you see a gap in the market, we are here to listen and take action. Our team is made strong by a diversity [link removed] of thoughts, experiences, skills, and backgrounds. You’ll enjoy working with smart, fun, curious colleagues, who are passionate about their work. Come be part of a team that motivates you to do your best work!