IT Support Coordinator – Remote Technical Support

About the role

Nielsen is looking for a proactive Technical Support Representative to deliver remote software and hardware assistance to internal staff and external panelists. The role operates on US business hours, providing critical first‑line support and ensuring smooth technology experiences.

Key responsibilities

• Log all incoming support tickets in ServiceNow and track issue resolution.
• Unlock user accounts, reset passwords, and manage access permissions.
• Provide technical assistance 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 components.
• Resolve internet, intranet, and VPN connectivity problems.
• Serve as the primary contact for Nielsen panelist household inquiries.
• Identify and remediate known issues remotely; escalate new or complex problems to subject‑matter experts.
• Collaborate with Application Development teams on resolutions for assigned user groups.

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 skills in English.
• Willingness to work US‑based hours (night shift for the Philippines).

Required skills

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