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About UsWTW 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.
