Technician Support Engineer

Job description

Date: Sep 10, 2018

Location: Chicago, IL, US

Company: Nielsen

Technician Support Engineer - 26864

Technology and Engineering - USA Chicago, Illinois

Job Title: Technical Support Engineer

Job Location: Chicago, USA

Job Purpose:

The core focus of this role is to become proficient in the Nielsen Brandbank Service, it’s systems and ensure that users of the proprietary applications are able to fulfil their duties whilst adhering to internal departmental processes.

In this role you will be responsible for the 2nd line support of feeds to data consumers and internal users, consultancy with customers to support their implementations as well as the design and implementation of feeds. The role requires you to have a good blend of both customer & technical skills as you will often be required to talk with both commercial & technical contacts.

This is a technical role with elements of support, customer service to the internal Nielsen Brandbank functions, ensuring that requests are processed efficiently to resolution or escalated to the relevant resolving team as well as project support that will enable the business to deliver services to a global market.

Job Responsibilities:

·  Provide professional technical support, request fulfilment for internal bespoke systems, customer facing applications and services, as well as providing support to teleworkers within the support region.
·  Become an escalation point for the global offices covering faults, advice and work requests around the Nielsen Brandbank internal systems.
·  Develop a thorough understanding of every aspect of the Nielsen Brandbank.
·  Compiling documentation for customers and staff including:
·  Technical and usage guides
·  Policies and frameworks
·  Knowledge transfer and basic training.
·  Requirements gathering and identifying customer objectives.
·  Technical consultation with customer development teams.
·  Provide 1st and 2nd line support for internal & external customers
·  End to end ownership of new integrations with our data consumers
·  Become involved with planned projects and bespoke software releases with a view to provide technical support for the new systems
·  Effectively manage, prioritize support issues and escalate to the development team if applicable.
·  Become proficient in both bespoke and core applications.
·  Using the internal ticketing ITSM; ensuring requests escalated to you are completed within the agreed SLA.
·  Communicate notices to the rest of the business and external partners and customers, managing expectations and ensuring a good customer experience.

Role Requirements:

·  Working knowledge of Databases and SQL.
·  Good working knowledge of JSON, XML and other web technologies.
·  Microsoft product environments.
·  A strong level of technical knowledge.
·  Experience of the .NET programming environment a plus.
·  The ability to understand and dive into the details of a solution, e.g. API definitions.

About Nielsen:

Nielsen N.V. (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. Nielsen’s Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content — video, audio, and text — is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry’s only global view of retail performance measurement.

By integrating information from its Watch and Buy segments and other data sources, Nielsen provides its clients with both world-class measurement as well as analytics that help improve performance. Nielsen, an S&P 500 company, has operations in over 100 countries that cover more than 90 percent of the world’s population. For more information, visit www.nielsen.com

Nielsen is committed to hiring and retaining a diverse workforce. 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.