Technical Support Specialist - IT Hardware & Software

Support Specialist (troubleshooting, Asset & incident management)

Job Description

• The ideal candidate will provide computer technical support to maintain, analyze, troubleshoot, and restore computer and information systems to an operational status within the Nielsen end user community. 
• Under minimal supervision provides front line support to end users to include interacting with other technical teams as needed to resolve end user technical issues. 
• 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 supervisor, peer groups and customers in order to manage workflow in a timely and professional manner. 
• Supports and maintains user account information including administration rights and relevant updates to 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 Desktop Engineering team 
• Understands and can apply advanced technical principles and methodologies. 
• Apply previous learnings, maintain certifications, and demonstrate willingness to adapt new technology solutions.    
• Provide support for Audio and Video related issues at 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 

Qualifications

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 new 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 which 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 

Qualifications

• 2-4 years related experience with relevant certification. Experience with MS Windows 10 and 11 
• Hands on experience in managing Intune registered clients, applying OS through Intune, troubleshooting Intune registration issues 
• Hands on experience in installing, configuring, and troubleshooting M365 apps 
• Self-motivated, creative, willing to work as a member of a team, organized and able to manage individual schedules. 
• Desired certifications CompTIA A+, ITILv3. 

Additional Information

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion

Experience Level

Mid Level