Senior IT Support Specialist I

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future

Responsibilities

Job Description; This role will primarily manage desktop support, ensuring all end-user computing technical issues are resolved in a timely and effective manner. Manage and maintain Windows and Linux workstations and servers to ensure optimal performance.; A team orientated mindset with the ability to work cross- functionally with global IT and security teams

Requirements

Responsibilities; ● Technical Support & Escalation:; o Serve as the first point of technical escalation for complex and challenging desktop, hardware, software, and application issues.; o Provide proactive issue finding, hands-on troubleshooting, and resolution for all end-user technology issues.; o Oversee the entire lifecycle of support tickets, from initial logging to final resolution, ensuring adherence to all SLAs and KPIs.; o Develop and maintain standard operating procedures (SOPs), knowledge bases, and user documentation updating existing procedures when required.; o Conduct user training sessions to enhance overall digital literacy.; o Diagnose and resolve issues related to printers, network connectivity, and other peripherals.; o Familiar with Network and Audio Video equipment and ability to collaborate and provide guided support as needed.; ● Strategic & Operational Management:; o Own the full lifecycle of IT equipment planning, procurement, deployment, maintenance, and disposal.; o Contribute to the strategic planning and implementation of new desktop technologies and systems by evaluating hardware and software vendors and their offerings.; o Manage and execute IT projects, such as hardware refresh cycles, OS migrations, and software rollouts.; o Identify and implement process improvements to enhance the efficiency, quality, and user satisfaction of the desktop support service.; o Assist in system administration tasks, including user account management and system updates.; o Collaborate with the IT team to implement and maintain server infrastructure when required.; o Provide insights and recommendations for service enhancements based on user interactions and environmental issues.; o Excellent Communication with Stakeholders users and external vendors; o Support Projects aligned and cover timelines and expectations; o Familiar with Finance process CAPEX - OPEX; ● Technical Expertise (Essential):; o Hands-on experience with Microsoft Windows and macOS operating systems in an enterprise environment.; o Knowledge of Active Directory, Group Policy, and Azure AD for user and device management.; o Expertise in troubleshooting and managing the Google suite and Microsoft 365 services including but not limited to Intune and Autopilot deployments.; o Proficiency in hardware troubleshooting and support for desktops, laptops, peripherals, and mobile devices.