IT Support L2 Analyst - French Speaker

Job Description

About Us

WTW is not just another advisory, broking, and solutions company-we're a storied institution that's been turning risk into opportunity since 1828. From insuring the Titanic to supporting NASA's 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 capable IT 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 from IT Support L1 and other support team.
• Aid IT 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 that IT 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.

Qualifications

What You'll Bring

• Proficient level of English and French, both spoken and written
• At least 3 years of IT Support L1 experience or IT performance analysis and end-user support role.
• Associate's or bachelor's 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 job-we offer a career. Here's 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 job-it's a journey. Apply now and turn your potential into success with WTW!

Willis Towers Watson is an equal opportunity employer.