Technical Specialist Support Analyst (ICT_TECH TD_2024_112R)

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.
• Identify common issues and queries and document as Knowledge Base articles for easier and quicker resolution of future occurrences.
• Escalate customer issues as necessary and ensure fixes and solutions are delivered to customers in a timely manner.
• Participate in problem management activities for products and services where you are a Subject Matter Expert. Take the initiative to identify opportunities to bring support closer to the client and to make it more accessible.
• Contribute to exploratory testing and other QA activities within the product family as time allows, to further expand knowledge of the supported applications and gain a solid understanding of upcoming features.
• Work with the Product team to help identify application enhancements that will improve the user experience and further facilitate the support process.
• Participate in our on-call rotation to provide support for critical issues

The Requirements 

The essential skills/experience for this position are:

• Experienced senior technical support analyst
• Gold standard client facing skills, passionate about delivering great support
• Familiar with supporting complex or bespoke software solutions
• Comfortable with supporting clients both in 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.)
• Great organisational skills and a self-starter
• Experience using ITSM tools
• Strong interpersonal skills, with the ability to work effectively with many stakeholders
• Solid verbal and written communication skills, and the ability to present technical information clearly and concisely

Other highly desirable, but not essential skills are:

• Programming experience
• Technical qualifications (Azure certifications, ITIL, DevOps etc.)
• General knowledge of the Insurance Industry

WTW is an Equal Opportunity Employer