Associate Tech Support Specialist (End-user L1 Support)

Associate Tech Support Specialist (End-user L1 Support)

Workstation Operations - Enterprise IT

Responsibilities:

• The ideal candidate will provide computer technical support to maintain analyze troubleshoot and restore computer and information systems to an operational status within the Niq end user community.
• Responsible for the IT on-boarding process including preparation of IT kit and delivering a good experience for new joiners at the Tech Cafe
• Provides on-site technical support by performing installation repair and preventative maintenance of workstations and related software/hardware.
• Troubleshoots L1 software and hardware failures and skills acquired during training to return equipment to operational status within agreed upon Service Level Agreement parameters.
• Interacts 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.
• Apply previous learnings maintain certifications and demonstrate willingness to adapt new technology solutions.  
• Ensure any end user issues are handled expeditiously and that all proper ticket and issue documentation is completed

Soft skills and Professionalism

• 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

Qualifications :

• 1 to 3 years work experience (any workstream)
• Knowledge of installation and troubleshooting MS Windows 10 and 11
• Knowledge on installing configuring and troubleshooting software applications and hardware issues on laptops.
• Self-motivated creative willing to work as a member of a team organized and able to manage individual schedules.
• Must be competent to work as part of a team on all phases of customer support to include physical activities such as moving printers workstations and other items.
• Knowledge on Asset Management and MacBook administration is highly preferred
• Experience in customer support environment will be added advantage.

Additional Information :

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process including résumé screening candidate assessments interview scheduling job matching communication support and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQs principles of fairness transparency human oversight and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions require accommodations or wish to request human review were permitted by law please contact your local HR representative. For more information please visit NIQs AI Safety Policies and Guiding Principles: NIQ

NIQ is the worlds leading consumer intelligence company delivering the most complete understanding of consumer buying behavior and revealing new pathways to 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 insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.

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Our commitment to Diversity Equity and Inclusion

At NIQ we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability genetic information marital status veteran status or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion please visit the  Work :

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Employment Type :

Full-time