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The Nielsen Company
Customer Tech Support (IT Support Coordinator I)The Nielsen Company • Manila, Philippines
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Customer Tech Support (IT Support Coordinator I)

Customer Tech Support (IT Support Coordinator I)

The Nielsen Company • Manila, Philippines
29 days ago
Job description
Job Description

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

  • 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)


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.

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Customer Tech Support (IT Support Coordinator I) • Manila, Philippines

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