Job Description

Responsibilities include but are not limited to:

People Management

Experience in managing a small team (5 associates) in people management role for 3+ years Exposure to people performance calibration Provide mentorship to junior team members and ensure quality team engagement Manage schedules, coordinate staff and allocate resources to ensure efficiency and productivity are maximized.

Asset Management using ITSM (IT Service Management)

Experience in Tracking and managing IT assets (hardware, software, licenses, etc.) Hands on experience on using ITSM Using tools like ServiceNow Ensuring compliance, lifecycle management, and cost optimization

Technical Experience

The ideal candidate will provide computer technical support to maintain, analyze, troubleshoot, and restore computer and information systems to operational status within the NielsenIQ end user community. Under minimal supervision, it 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. Interact 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 Security and Engineering teams. 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. Participate in critical support incidents that involve A/V equipment which may include being on site for testing/remediation after normal operating hours. Ensure any end user issues are handled expeditiously and that all proper ticket and issue documentation is completed.

Additional skills -

Documentation and Reporting

Create and maintain reports, dashboards using data visualization tools (PowerBI) to communicate findings to stakeholders Created business processes, best practices, standards, templates and operating procedures to optimize team activities. Analyzed, prepared and documented operational procedures and technical guidelines.

Cross-functional Collaboration

Collaborated with system architects, engineering teams and IT management to ensure projects meet strategic initiatives.

Automation/Process Improvement

(good to have)

Exposure to Microsoft power platform would be a great added advantage - Simplify/Automate daily workflows using Microsoft PowerApps, Microsoft Automate or similar platforms

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. Ability to challenge status quo, drive service improvement plans and strive to learn new technologies.

Qualifications

7+ years related experience with relevant certification.

Experience supporting

MS Windows 10/11 in large scale environment

Hands on experience in

managing Intune registered clients, applying OS through Intune, troubleshooting Intune registration issues.

Hands on experience

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.

Experience with

image/load set deployment in an enterprise environment.

Handled

Asset Management using ITSM/Asset inventory tool.

Support Microsoft Rooms AV conferencing infrastructure

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 opportuniti

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(TM). 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