In the role of a Jr.Technology Support Engineer, preparedness and agility are prerequisites for addressing evolving challenges. An indispensable attribute is the ability to collaborate effectively within the team, discerning when to seek assistance and readily extending a helping hand to colleagues when they require support.
Key Responsibilities -
• Maintain a working knowledge of NIQ supported products and technologies.
• Strong understanding of technical troubleshooting skills and concepts along with strong verbal and written communication skills.
• Take ownership of incidents raised, replicate issues, triage, provide workarounds, restore services, and work with delivery teams if defects require permanent solutions.
• Respond in a timely manner, remain engaged and provide prompt status updates, maintain communication throughout issue cycle
• Prioritize, research, troubleshoot and resolve or escalate technical issues. As needed, identify, and communicate workarounds.
• Provide meaningful analysis of issues and provide timely update for any on-going problems.
• End to end coordination of issue to resolution with other support teams, operations, technical delivery teams and vendors if required.
• Fulfill Standard Service Requests and execute actions based on standard operating procedures.
• Provide consistent updates on tickets in MS Dynamics. Open JIRA ticket and monitor progress for defects.
• Identify urgent issues and escalate appropriately, participate in severity 1 incident and problem management.
• Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides
• Ensure compliance to standard NIQ Practices and ways of working.
• Internally prioritize work based on incident priority and deadlines.
• Process improvement for identifying trends in issues and providing feedback to higher level management.
• Drive long-term solutions to high impact production issues and problem resolution across technical teams.
• Provide high-quality service to continually drive towards fastest resolution timing.
• Work cross-functionally with the user, other support teams, operations, technical delivery teams and vendors to resolve issues through root cause analysis and problem management.
• Bachelor's degree in Business, Computer Science, or related field
• 5-10 years of experience in technical support or related area
Essential skills:
• Strong communication skills
• Ability to deep dive into issues and work cross-functionally to drive solutions.
• Comfort working with client facing teams as well as senior technical associates.
• Bias toward action, flexible, resourceful, and able to operate effectively within a dynamic, fast-paced environment.
• Strong problem solving skills
• Positive attitude, team player, self-starter; takes initiative, ability to work independently.
• Experience with supporting a multi-tiered platform and applications.
• Exceptional Communication Skills, Flexibility to work shift rotations. Application Support experience
• Knowledge of monitoring tools like Datadog, Azure Monitor or LogicMonitor
• Experience with PowerBI and/or automation (Python, Ansible, Java, Angular, Selenium, Jenkins, Postman, Katalon, Shell, Bash)
Preferred skills:
• Multilingual (pending Hiring location) (English + either Spanish, French, German, Italian, Portuguese)
• Basic knowledge of Case Management tools (such as phone Avaya, Salesforce, etc).
• Working knowledge of NIQ Proprietary applications including Discover, Analytic deliverables, Direct Data Manager (DDM), Excel Add-in
• Scaled Agile Framework (SAFe) Training
Our Benefits
About NIQ
NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 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 insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.
For more information, visit NIQ.com
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Our commitment to Diversity, Equity, and Inclusion
NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. 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. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion