**Job Description**

<strong>Technical Support Representative</strong>Nielsen is seeking a Technical Support Representative to provide remote software and hardware support to internal employees and external parties.<strong>This is a night shift role following US time zone.</strong><strong>Job Responsibilities</strong>●&#xa0; &#xa0; Log all incoming support requests into customized ServiceNow issue-tracking software●&#xa0; &#xa0; Unlock user accounts and reset passwords●&#xa0; &#xa0; Provide technical support for Microsoft Windows, G Suite, Microsoft Office and custom applications● &#xa0; Troubleshooting of desktops, laptops, tablets, mobile devices and peripherals.●&#xa0; &#xa0; Install, modify, or repair software and hardware●&#xa0; &#xa0; Resolve internet, intranet and VPN connection issues●&#xa0; &#xa0; Primary customer service contact, addressing Nielsen panelist household concerns, questions and providing solutions for prospective and existing panelists●&#xa0; &#xa0; 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&#xa0;●&#xa0; &#xa0; 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).●&#xa0; &#xa0; Partner w/ App Dev on resolutions for all issues facing assigned user groups●&#xa0; &#xa0; Serve as liaison between office, Nielsen Reps and Nielsen panelist households●&#xa0; &#xa0; Other Duties as assigned

**Qualifications**

<strong>Role Requirements</strong>●&#xa0; &#xa0; Associate Degree in Computer Science or 2 + years of equivalent work experience in remote technical support - E●&#xa0; &#xa0; Working knowledge of Google Tools including Doc, Sheets, Slides, Drive and Sites - E●&#xa0; &#xa0; Strong troubleshooting, organizational and documentation skills - E●&#xa0; &#xa0; SQL knowledge - P●&#xa0; &#xa0; Strong written, verbal and electronic communication skills (English language) - E

**Additional Information**

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