Highly Skilled Technical Support Specialist

Há 1 mês


Lisboa, Lisboa, Portugal WTW Tempo inteiro

About Us

WTW is a global leader in advisory, broking and solutions, empowering clients worldwide to turn risk into growth. With a rich history dating back to 1828, WTW has evolved through the ages, from the Titanic ship to the Moon Buggy.

Our Lisbon-based Regional Delivery Hub is home to a talented team of 175 professionals delivering operational excellence through innovation and streamlined solutions every day.

The Opportunity

We are seeking an IT Support L1 Analyst to provide top-notch support as the first point of contact for end-users. This role involves managing customer queries, performing simple troubleshooting, and escalating complex issues to other tiers of support.

Daily Activities:

  • Respond to Inbound Calls/Chat/Self Service tickets according to agreed Service Level Targets (SLT).
  • Process tickets following established procedures and guidelines.
  • Utilize problem-solving and interpersonal skills to resolve technical issues efficiently.
  • Triage, diagnose, and perform basic troubleshooting on computer error messages and failures, resolving or recommending resolution of Incidents and Requests.
  • Employ remote management software to provide resolution in one call whenever possible.
  • Address user concerns regarding hardware, software, and networking.
  • Manage account administration tasks, including new user requests, leaver requests, password requests, etc.
  • Routinely escalate failed resolutions to next-level support teams while adhering to defined exceptions.
  • Collaborate with L2 and other support teams when necessary.
  • Execute Special Projects as applicable and process Software Installation Requests.
  • Evaluate issues and escalate them to next-level support if required.

$45,000 - $55,000 per annum, depending on experience

This highly competitive salary reflects the value we place on our IT Support L1 Analysts, who play a critical role in ensuring seamless customer experiences.



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