IT Support L2 Analyst - French Speaker

Join our Lisbon Regional Delivery Hub as an IT Support L2 Analyst – French Speaker and help us keep technology running smoothly for clients and employees.

Overview

WTW, a global advisory and solutions firm with a legacy that dates back to 1828, is looking for an experienced L2 IT Support Analyst. The role focuses on troubleshooting, resolving complex issues, and ensuring high performance of end‑user IT systems.

Daily Activities

• Monitor, manage, and process tickets routed from IT Support L1 and other teams.
• Aid L1 when major incidents cause call volume spikes.
• Record, process, and track issues/requests, confirming resolution before closure.
• Perform advanced triage, troubleshooting, and diagnosis of error messages and failures that L1 cannot resolve.
• Utilize tools such as remote management software and back‑end resources to provide resolution.
• Help customers install software and repair hardware.
• Provide Executive VIP and mobility support.
• Process escalated account‑administration tickets (account setup, password requests, unlocks).
• Liaise with Engineering, Infrastructure, Applications, or other support teams for ticket resolution.
• Coordinate with other support groups before ticket escalation.

Qualifications

• Proficient in English and French, both spoken and written.
• At least 3 years of IT Support L1 experience, or a related role in IT performance analysis and end‑user support.
• Associate’s or bachelor’s degree in computer science, information systems, or a related field (preferred).
• Technical knowledge of WTW products and services is an asset.
• Certifications such as Microsoft, ITIL Foundation, IELTS, or TOEFL are advantageous.
• Advanced knowledge of MS Office 365, MFA, VPN, Azure, and computer hardware and software.
• Experience administering Active Directory and Exchange‑related tools.
• Proficiency in Service
  Now ticketing tool or similar task‑management software.

Benefits

• Work‑life balance with flexible hours and hybrid options.
• Competitive, performance‑related compensation.
• Global exposure within an international consultancy.
• Career development through on‑the‑job learning and specialist training.
• Collaborative, collegial culture where decisions are made together.
• Direct customer contact with opportunities for impact and responsibility.
• Participation in corporate events and celebrations.

Apply

Be part of a team that values innovation, excellence, and collaboration. Your career at WTW is more than a job—it’s a journey. Apply now and turn your potential into success.

Willis Towers Watson is an equal opportunity employer.

Seniority Level

• Mid‑Senior level

Employment Type

• Full‑time

Job Function

• Information Technology