IT Support L2 Analyst

About Us

WTW is not just another advisory broking and solutions companywere a storied institution thats been turning risk into opportunity since 1828. From insuring the Titanic to supporting NASAs Moon Buggy our legacy is built on innovation and resilience. And at our Lisbon Regional Delivery Hub a dynamic team of 300 professionals is driving that legacy forward every day.

The Opportunity
We are looking for a highly capableIT Support L2 analyst that can assess and optimize the performance of our end-user IT systems and software. The role includes analyzing the performance of IT systems apply advance troubleshooting resolve IT hardware and software issues and provide IT support to our clients and employees.

IT Support Analyst L2 should exhibit sound knowledge and experience of IT system analysis and whose IT expertise results in enhanced end-user support and system performance by providing technical expertise and committing to customer service.

Daily Activities:

• Monitor/Manage/Processes routed tickets fromIT Support L1 and other support team.
• AidIT Support L1 in processing tickets (Incident/Request) when need arises such as in the case of major incidents that drives call volume
• Records process and tracks issues/request and confirms resolution prior to closure following agreed processes and procedures
• Perform advance and in-depth triaging troubleshooting and diagnosing error messages and failures thatIT Support L1 cannot resolve.
• Utilizes all technical tools or resources like the remote management software or back-end tools to provide resolution for issues and request.
• Helps customer manage software installations and hardware repair
• Provide Executive VIP support and mobility support
• Process escalated Account administration ticket (account setup password requests account unlock etc.)
• Liaise with Engineering Infrastructure Application or other support team for ticket resolution.
• Coordinates with other support group as applicable before ticket escalation.

What Youll Bring

• Proficient level in oral and writtenEnglish - French / Spanish or German is a plus
• At least 3 years ofIT Support L1 experience or IT performance analysis and end-user support role.
• Associates or bachelors degree in computer science information systems or similar is a plus.
• Technical knowledge of WTW products and services is an asset.
• Microsoft ITIL Foundation IELTS TOEFL Certification is an advantage.
• Advance knowledge of MS Office 365 MFA VPN Azure computer hardware and software.
• Advance knowledge in administering Active Directory and Exchange servers related Tools
• Proficiency in Service Now ticketing tool or other task management software

Why WTW

At WTW we offer more than just a jobwe offer a career. Heres what you can expect:

• Work-Life Balance:Enjoy flexible working hours and hybrid working options to suit your lifestyle.
• Competitive Compensation:Benefit from an attractive performance-related remuneration system.
• Global Exposure:Join an international consultancy with the security of a global corporation and renowned clients.
• Career Development:Experience a steep learning curve and ample opportunities for individual career growth through on-the-job learning and specialist training.
• Collaborative Culture:Work in a collegial appreciative and dynamic environment where decisions are made together.
• Impactful Work:Quickly take on responsibility and make an impact with direct customer contact.
• Community and Celebration:Participate in corporate events and celebrate our successes together.

Join Us!

Be part of a team that values innovation excellence and collaboration. At WTW your career is more than just a jobits a journey. Apply now and turn your potential into success with WTW!

Willis Towers Watson is an equal opportunity employer.