Customer Tech Support (IT Support Coordinator I)

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)

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a  nielsen.com  domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @ nielsen.com  address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.