Technical Specialist Support Analyst (TD_2024_117R/118R)

WTW


Date: 1 day ago
City: Taguig
Contract type: Full time
Description

The Role

  • Act as a Subject Matter Expert to provide high quality complex technical support to our clients
  • Use your troubleshooting skills, experience and technical knowledge to obtain and recommend resolutions to issues
  • Escalate customer issues as necessary and ensure fixes and solutions are delivered to customers in a timely manner
  • Contribute feedback, insights and suggestions to identify product improvement opportunities aimed at reducing support costs and enhancing client satisfaction.
  • Engage in problem and knowledge management activities for our products
  • Participate in our on-call rotation to provide support for critical issues

Qualifications

The Requirements

  • At least 3 years of experience as a Technical Support Analyst
  • Gold standard client facing skills and passionate about delivering great support
  • Familiar with supporting complex and bespoke software solutions
  • Excellent problem solving and decision making abilities
  • Experience using ITSM tools and familiarity of ITIL processes
  • Strong interpersonal and teamwork skills with the ability to work effectively with a range of stakeholders
  • Comfortable with supporting clients in both on-prem and SaaS environments
  • An understanding of both on-prem technical landscapes as well as cloud-based technologies; Microsoft Azure, Active Directory, networking fundamentals and Windows.
  • Able to read, follow and understand scripting languages (PowerShell, Python, T-SQL etc.)

Other Desirable But Not Essentials Skills Including

  • Programming knowledge
  • Technical qualifications such as Azure certifications and ITIL
  • Knowledge of the insurance industry

WTW is an Equal Opportunity Employer

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