IT Support L2 Analyst - French Speaker

Description

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Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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. At our Lisbon Regional Delivery Hub, a dynamic team of 300+ professionals drives that legacy forward every day.

The Opportunity

We are looking for a highly capable IT Support L2 analyst who can assess and optimize the performance of our end‑user IT systems and software. The role includes analyzing IT systems performance, applying advanced troubleshooting, resolving hardware and software issues, and providing IT support to our clients and employees. The analyst should exhibit sound knowledge and experience of IT system analysis, resulting in enhanced end‑user support and system performance by providing technical expertise and committing to customer service.

Daily Activities

• Monitor/manage/ticket routing for IT Support L1 and other support teams.
• Aid IT Support L1 in processing tickets (incident/request) when needed, especially during major incidents that drive call volume.
• Record, process, and track issues/requests and confirm resolution before closure following agreed processes and procedures.
• Perform advanced and in‑depth triaging, troubleshooting, and diagnosing error messages and failures that IT Support L1 cannot resolve.
• Utilize all technical tools or resources such as remote‑management software or backend tools to provide resolution for issues and requests.
• Help customers manage software installations and hardware repair.
• Provide executive VIP support and mobility support.
• Process escalated account‑administration tickets (account setup, password requests, account unlock, etc. ).
• Liaise with Engineering, Infrastructure, Application, or other support teams for ticket resolution.
• Coordinate with other support groups as applicable before ticket escalation.

Qualifications

• 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.
• Advanced knowledge of MS Office 365, MFA, VPN, Azure, computer hardware and software.
• Advanced 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.