**Job Description**

Technical Support Representative

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

 

**Qualifications**

Role Requirements

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

●    Working knowledge of Google Tools including Doc, Sheets, Slides, Drive and Sites - E

●    Strong troubleshooting, organizational and documentation skills - E

●    SQL knowledge - P

●    Strong written, verbal and electronic communication skills (English language) - E

**Additional Information**

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.