Technical Support Specialist

2 weeks ago


Chennai, Tamil Nadu, India NielsenIQ Full time

About the Role

We are seeking a skilled Technical Support Specialist to join our team at NielsenIQ. This is a fantastic opportunity for someone who is passionate about delivering exceptional technical support and has experience working in a fast-paced environment.

Job Description

The successful candidate will be responsible for providing high-quality technical support to internal and external users of our Production systems. This will involve troubleshooting, resolving technical issues, and escalating complex problems to the engineering team as needed.

Key Responsibilities:

  • To understand and manage Service Level Agreements (SLAs) to ensure timely deliverables.
  • To analyze and resolve technical issues across various severity levels and Service requests.
  • To document knowledge base articles on critical processes and functionalities.
  • To maintain Application E2E flow documentation from a technical and functional perspective.
  • To track Runbook on the support process and identify areas for improvement.
  • To come up with automated technical solutions to optimize operational and technical processes.
  • To participate in Incident and Problem management.
  • To provide 24 X 7 coverage and maintain support documentation.
  • To ensure compliance with standard NIQ Practices/Tools, ITIL, Google, ServiceNow, and JIRA suite.
  • To have a good understanding of overall application infrastructure.

Requirements

We are looking for an individual with a strong background in technology support and excellent analytical skills. The ideal candidate should have:

  • A minimum of 3+ years of relevant experience in L2 Technology Support without gaps.
  • Good knowledge in Oracle PL SQL/Microsoft SQL/Snowflakes, Unix, Basics of Python, Basics of Azure.
  • Mandatory 2+ years of hands-on experience in relative tech stack.
  • Strong problem-solving and analytical thinking skills.
  • Understanding of ITIL Process and Production Technology support process.
  • Excellent communication skills.
  • Ability to work flexible hours, including weekends and holidays, with a rotating on-call schedule.

What We Offer

At NielsenIQ, we offer a competitive salary range of $80,000 - $120,000 per annum, depending on experience, plus benefits such as:

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

About NielsenIQ

NielsenIQ is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. With operations in 100+ markets, covering more than 90% of the world's population, we are committed to reflecting the diversity of our clients, communities, and markets within our own workforce.



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