IT Support Coordinator – Customer Tech Support

About the role

Nielsen is looking for a Technical Support Representative to deliver remote software and hardware assistance to internal staff and external panelists. The role operates on US business hours, which corresponds to a night‑shift schedule for candidates based in the Philippines.

Key responsibilities

• Log all incoming support tickets in ServiceNow.
• Unlock user accounts and reset passwords.
• Provide technical support for Microsoft Windows, G Suite, Microsoft Office and custom applications.
• Troubleshoot desktops, laptops, tablets, mobile devices and peripherals.
• Install, modify, or repair software and hardware.
• Resolve internet, intranet and VPN connectivity issues.
• Serve as primary contact for Nielsen panelist household inquiries.
• Identify and resolve issues remotely; escalate unknown problems to subject‑matter experts.
• Collaborate with Application Development and act as liaison between office staff, Nielsen representatives and panelist households.

Required profile

• Associate degree in Computer Science or at least 2 years of remote technical support experience.
• Strong troubleshooting, organizational and documentation abilities.
• Excellent written and verbal communication in English.
• Ability to work US business hours (night shift in the Philippines).

Required skills

• Microsoft Windows
• G Suite (Docs, Sheets, Slides, Drive, Sites)
• Microsoft Office
• ServiceNow ticketing system
• VPN and network connectivity troubleshooting
• Hardware support for desktops, laptops, tablets and peripherals