Tech Support Specialist - REFID329971

Chennai/Pune, India

Service Desk Operations - Enterprise IT

Job Description

The Tech Support Specialist provides technical support for associates within the organization on any of the operating systems. They provide technical support to associates and extend general technical assistance for supported applications.

Responsibilities include but are not limited to:

• The ideal candidate will provide computer technical support through phone/chat to maintain, analyze, troubleshoot, and restore computer and information systems to an operational status within the NielsenIQ 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 remote technical support by performing installation, repair, and preventative maintenance of operating systems and software/Hardware.
• Troubleshoots software and hardware failures and applies domain specific knowledge to return applications/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 ServiceNow ticketing system.
• 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 account management (password resets) support to End user community.
• Install, Configure and Manage software’s on end user machines.
• Ensure any end user issues are handled expeditiously and that all proper ticket and issue documentation is completed.
• Participate in Critical Incidents to Identify, support and escalate on timely manner.

Soft skills and Professionalism

• Excellent spoken & written English language skills with an experience of international voice profile (global clients) - Inbound/Outbound (technical support).
• Global support needs 24*7 availability. This involves working in various shifts.
• 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.
• Exhibit empathy when partnering with internal and external stakeholders.
• Maintain an enthusiastic attitude and willingness to always assist users.
• 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.
• Take 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.

• 0 to 3 years of relevant experience and certification.
• Bachelor’s Degree and equivalent work experience.
• Excellent Spoken and written English is a must.
• Excellent telephone communication skills.
• Strong customer service focus.
• Experience with MS Windows 8, 10, and 7
• Self-motivated, creative, willing to work as a member of a team, organized and able to manage individual schedules.
• Desired certifications CompTIA A+, ITILv4
• Virtualization and Office 365 knowledge will be added advantage.
• Must be competent to work as part of a team on all phases of customer support which includes phone calls and live chat support.

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

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

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: https://nielseniq.com/global/en/news-center/diversity-inclusion