Senior Support Specialist

Company Description

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Company Name: NielsenIQ

Workstation Operations - Enterprise IT

Responsibilities include but are not limited to:

• The Senior Support Specialist provides technical support for associates within the organization on any of the company-owned operating systems. They provide technical support to associates and extend general technical assistance for supported applications.

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 operational status within the Nielsen end-user community
• Under minimal supervision, provides front-line support to end-users including interacting with other technical teams as needed to resolve end-user technical issues.
• Follows established procedures to ensure workstations within the enterprise environment are properly patched and aligned with the latest security and OEM patches.
• 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 supervisors, peer groups, and customers to manage workflow in a timely and professional manner.
• Supports and maintains user account information including administration rights and relevant updates to the 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 the Desktop Engineering team
• Understands and can apply advanced technical principles and methodologies.
• Apply previous learning, maintain certifications, and demonstrate a willingness to adapt to new technology solutions.
• Provide support for Audio and Video related issues at the 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
• Must be competent to work as part of a team on all phases of customer support including physical activities such as moving printers, workstations, and other items.
• Experience with image/load set deployment in an enterprise environment
• Works directly with the end-user community to support their incident and requests tickets with SLA and within client satisfaction levels.
• Acts as an escalation point of contact for executive support and high visibility activities requiring additional solutions and leadership oversight.
• Will act as subject matter expert and will interface directly with the executive admin community to help ensure continuity of support and address questions and concerns related to the overall infrastructure environment
• Typically called upon to evaluate complex support challenges and recommend solutions
• Identifies gaps in standards and works with the leadership team to identify solutions or manage. Improvement projects.
• Supports leadership in training and mentoring staff to help manage adherence to policies.
• Identifies opportunities for improvement and works with leadership to isolate and implement solutions.
• Works to escalate solution requirements to appropriate teams such as Development or Operations teams

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 innovative 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 that 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

Background/Qualification Requirements

• 7+ years of 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

About NielsenIQ

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.