It Support L2 Analyst

Há 1 mês

Lisboa, Portugal Wtw Tempo inteiro

WTW is an award-winning advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. From the Titanic ship in 1912 to The Moon Buggy in 1971, WTW has a richness in insurance history dating back to 1828.
Our WTW Regional Delivery Hub based in the heart of Lisbon - encompasses a 175 strong global team of who deliver operational excellence through innovation and streamlined solutions every single day.
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.

The Requirements

Good level in oral and written English and German
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

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