- The ideal candidate will provide computer technical support to maintain, analyze, troubleshoot, and restore computer and information systems to an operational status within the NielsenIQ end user community
- provides front line support Under minimal supervision 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 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.
- Ensure any end user issues are handled expeditiously and that all proper ticket and issue documentation is completed
- High level executive meetings, Board meetings, Broadcasts, Off-site meetings/events (Monitor, Support, Setup equipment, Breakdown equipment, planning)
- Provide support for Audio and Video related issues at designated office
- Install, Configure and Manage Audio and Video Hardware environment
- Participate in critical support incidents that involve A/V equipment which may include being on site for testing/remediation after normal operating hours
- Perform weekly diagnostics on all MTR (Microsoft Teams Room) devices and AV infrastructure
- Build, maintain, and regularly update the company s IT hardware inventory in CMDB.
Soft skills and Professionalism
- Ability to communicate effectively and successfully build relationships with challenging stakeholders and navigate social environments
- Maintain an enthusiastic attitude and willingness to always assist users and Exhibits empathy when partnering with internal and external stakeholders
- Always ensure that conversations/discussions with end users are professional and focused on issues related to business and technology support
- Handled a 2 -3 members team (Remote/In-Person)
- Should act as point of contact for escalations, drive team to identify the slippages proactively.
- Share weekly reports and adhoc reports whenever required.
- Demonstrated ability to communicate or escalate situations which cannot be resolved quickly or are likely to be escalated
- 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
- Managed and troubleshooted AV mixers, Content Management Systems and DSP s
- Managed and troubleshooted Crestron/Kramer switchers, distribution amplifiers
Qualifications - 4+ years related experience with relevant certification. Experience with MS Windows 8, 10, and 7
- 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+, ITILv3.
- 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
Additional Information - 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.
