IT Support L2 Analyst Lisboa

Overview

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 is driving 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
- user IT systems and software. The role includes analyzing the performance of IT systems, applying advanced troubleshooting, resolving IT hardware and software issues, and providing IT support to our clients and employees. IT Support Analyst L2 should exhibit sound knowledge and experience of IT system analysis, with IT expertise that enhances
- user support and system performance by providing technical expertise and committing to customer service.

Responsibilities

• Monitor/Manage/Process routed tickets from IT Support L1 and other support teams.
• Aid IT Support L1 in processing tickets (Incident/Request) when needed, including major incidents that drive call volume.
• Record, process, and track issues/requests and confirm resolution prior to closure following agreed processes and procedures.
• Perform advanced and
  - depth triaging, troubleshooting, and diagnosing error messages and failures that IT Support L1 cannot resolve.
• Utilize technical tools or resources like remote management software or
  - end tools to provide resolution.
• Assist customers with software installations and hardware repairs.
• Provide Executive VIP support and mobility support.
• Process escalated Account administration tickets (account setup, password requests, account unlocks, 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 in oral and written English; French/Spanish or German is a plus.
• At least 3 years of IT Support L1 experience or IT performance analysis and
  - user support.
• 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 certifications are advantageous.
• Advanced knowledge of MS Office 365, MFA, VPN, Azure, computer hardware and software.
• Advanced knowledge in administering Active Directory and Exchange-related tools.
• Proficiency in Service
  Now or other ticketing tools.

Why WTW?

At WTW, we offer more than just a job—we offer a career. Here’s what you can expect:

• Work-Life Balance: Flexible hours and hybrid options.
• Competitive Compensation: Attractive,
  - related remuneration.
• Global Exposure: International consultancy with global clients.
• Career Development: Strong learning opportunities and specialist training.
• Collaborative Culture: A collegial and dynamic environment.
• Impactful Work: Direct customer contact and accountability.
• Community and Celebration: Participation in corporate events and celebrations.

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.