Support Specialist

Support Specialist- (End-user Support)

Job Description

Job Title: Support Specialist (End-user Support)
Workstation Operations - Enterprise IT

Job Location- Chennai

R25_0018002

Responsibilities:

• 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

Qualification Required:

• 4-8 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+, ITILv4.
• Must be competent to work as part of a team on all phases of customer support to include physical activities such as moving printers, workstations, and other items.
• Experience with image/load set deployment in an enterprise environment
• Handled Asset Management using ITSM/Asset inventory tool
• Experience in installation, support and maintenance of Audio- Visual conferencing infrastructure for meeting rooms and townhall events is highly preferred.
• Knowledge on MacBook administration is highly preferred

Additional Information

• Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms and a collaborative culture.
• Stay relevant and upskill yourself with career development opportunities and a fast-paced environment.
• Recharge and revitalize with help of wellness plans made for you and your family.
• Plan your future with financial wellness tools.

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.

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center:

Experience LevelSenior Level

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