Support Engineer at Nielsen

Chennai, Tamil Nadu, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

Requirements

Bachelor's degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience
6-10 years of relevant experience in Business Application Support, with expertise in ITIL and ITSM
Ability to act as an interim lead when required, supporting team coordination and decision-making
Proficiency in operating systems (Linux command line, Windows Server administration)
Experience with ticketing systems (JIRA, Zendesk, ServiceNow)
Proficiency in database concepts like JOIN, Constraints, Index etc. for any one of the relational Databases (MSSQL, MySQL, PostgreSQL)
Knowledge of scripting languages (Python, Java, React, PowerShell)
Familiarity with cloud platforms (Azure/AWS)
Strong command of MS Office suite, particularly Excel and PowerPoint
Comfort working in an Agile environment
Excellent verbal and written communication skills with a strong customer service orientation
Strong problem-solving and analytical skills with attention to detail
Ability to prioritize and manage multiple tasks effectively in a fast-paced environment
Patience, empathy, and a professional demeanor when interacting with customers
Ability to work independently as well as collaboratively within a team
Self-motivated and eager to learn new technologies (Desired)
Proactive and resourceful in finding solutions (Desired)
Positive attitude and commitment to continuous improvement (Desired)
Ability to remain calm and effective under pressure (Desired)
Strong communication skills, flexibility to work in 24x7 shift rotations including weekends (Must Have)
Application Support experience in a Microsoft Azure Cloud environment, Microsoft Office Tools, SQL expertise (Must Have)

Responsibilities

Provide timely and effective technical support to customers via various channels (email, phone, chat, ticketing system)
Diagnose and troubleshoot hardware, software, network, and system issues, identifying root causes
Document all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system
Escalate complex or unresolved issues to senior support engineers or relevant internal teams (e.g., Development, QA) with detailed information
Collaborate with internal teams to provide feedback on product issues, suggest improvements, and contribute to knowledge base articles
Assist in the creation and maintenance of internal and external knowledge base articles, FAQs, and troubleshooting guides
Educate customers on product features, best practices, and solutions
Monitor system performance and proactively identify potential issues
Participate in on-call rotations or after-hours support as required
Continuously learn and stay updated with new product releases, technologies, and industry trends

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingTicketing SystemL1 SupportL2 SupportHardware DiagnosisSoftware DiagnosisNetwork TroubleshootingSystem MonitoringCustomer CommunicationKnowledge Base ManagementIncident Escalation

Questions & Answers

Common questions about this position

Is this position remote or on-site?

The position is on-site in Chennai.

What experience level is required for this Support Engineer role?

Candidates need 6-10 years of relevant experience in Business Application Support, with expertise in ITIL and ITSM.

What technical skills are required for this position?

Required skills include proficiency in operating systems (Linux command line, Windows Server administration), ticketing systems (JIRA, Zendesk, ServiceNow), database concepts (JOIN, Constraints, Index in MSSQL, MySQL, or PostgreSQL), scripting languages (Python, Java, React, PowerShell), cloud platforms (Azure/AWS), and MS Office suite.

What soft skills are important for this role?

Key soft skills include excellent verbal and written communication, strong problem-solving and analytical skills, ability to prioritize tasks in a fast-paced environment, patience, empathy, and a professional demeanor.

What makes a strong candidate for this Support Engineer position?

A strong candidate is customer-focused with strong technical aptitude, a positive work attitude, team player qualities, and the ability to act as an interim lead when required.

Nielsen

Global measurement and data analytics provider

About Nielsen

Nielsen provides measurement and data analytics services to help businesses understand consumers and markets globally. The company operates through two main divisions: Nielsen Global Media, which offers reliable metrics for the media and advertising industries, and Nielsen Global Connect, which supplies consumer packaged goods manufacturers and retailers with actionable insights about the marketplace. Nielsen combines its proprietary data with other sources to give clients a comprehensive view of current trends and future opportunities. With a presence in over 100 countries, Nielsen aims to support companies in making informed decisions to drive innovation and growth.

Town of Clarkstown, New YorkHeadquarters

1963Year Founded

$45.1MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, ConsultingIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Risks

Competition from digital-native analytics firms threatens Nielsen's market share.

Privacy regulations may impact Nielsen's data collection capabilities.

Private equity acquisition could lead to strategic shifts misaligned with client needs.

Differentiation

Nielsen offers comprehensive cross-platform measurement solutions, including mobile media markets.

The Diverse Media Equity program elevates diverse-owned media companies' visibility.

Nielsen Impact Score evaluates marketing value of university athletic programs.

Upsides

Acquisition of Telephia enhances Nielsen's mobile media measurement capabilities.

Partnerships with P&G and NMSDC support diverse media representation.

Collaboration with TikTok improves digital audience measurement services.

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