Technical Support Engineer

Technical Support Engineer


Technical Support Engineer

Details of the offer

NIELSEN CONNECT TECHNOLOGY SUPPORT SPECIALIST Think about the billions of purchases that consumers make every single day around the world. Imagine trying to make sense of the trillions of data points that represent these purchases. From a family doing online shopping for household essentials to a quick run to the supermarket, Nielsen is measuring the entire consumer path to purchase. Nielsen is a multinational company working with the world’s largest brands across the world to inform them on where and how their best customers are shopping. The challenge is that this is a moving target and a complex problem. With the commerce landscape shifting constantly, only Nielsen has the span and caliber of data to make sense of what drives a consumer to make a purchase. SUPPORT SPECIALIST So where do you fit here? Our client comes first. This means that Nielsen support specialists are here to help. As a Support Specialist, you will be responsible for high quality and in-depth technical support to internal and external users of Production systems. You will have exposure to all aspects of our business, as well as an opportunity to learn and work on many different technologies in a multi-tenet, cloud-based environment. You will also have the opportunity to participate in our newest product deployments to clients. This is a fast-paced and exciting role especially as Nielsen introduces many new and innovative solutions. The Support Analyst role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way. Being a strong team player is also key as you will need to know when to ask for help and also be willing to jump in when a team member needs a hand. RESPONSIBILITIES: Maintain a working knowledge of Nielsen Connect supported products and technologies Fulfill service requests and respond to technical incidents by executing actions based on standard operating procedures Prioritize, research, troubleshoot and resolve or escalate technical issues. As needed, identify workarounds and communicate to customers. Provide high-quality service to continually drive towards “first call, first touch” resolution Provide meaningful analysis of issues back to users and provide timely update for any on-going problems Work cross-functionally with the user, other support teams, operations, technical delivery teams and vendors to resolve issues through root cause analysis and problem management. Perform routine smoke testing, system, and job monitoring Provide consistent and clear updates on tickets in tracking tools (Service Now & JIRA) Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides Ensure compliance to standard Nielsen Practices / Tools (Nielsen Client Helpline, Incident and Problem Management, Change Advisory Board, ServiceNow, JIRA) Remotely participate in responding to inquiries and issues during live client demos and training sessions. QUALIFICATIONS: 3-5 years of experience in technical support or related area Passion for solving client issues and a champion of great customer service Strong understanding of technical troubleshooting skills and concepts Strong verbal and written communication skills Comfort working with client-facing teams as well as senior technical associates Strong bias toward action, flexible, resourceful, and able to operate effectively within a dynamic, fast-paced environment Positive attitude, team player, self-starter; takes initiative Ability to work intermittent extended work hours, including weekends and holidays with a rotating on-call schedule Experience with supporting a multi-tiered platform and applications Preferred: Support in a cloud environment (Microsoft Azure, Snowflake, Databricks, Unix), big data warehousing, business intelligence and monitoring tools (LogicMonitor, Instana) EDUCATION: Bachelor's degree in business, computer science, or related field

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