2nd Line Technical Application Support Analyst

Job description

JOB DESCRIPTION

Summary of Role

As a Technical Application Support Analyst, you will provide second line support to internal and external clients across Europe, Middle East and Africa via telephone and e-mail. This role is mainly focused on supporting Willis Towers Watson developed applications. On call 24/7 support will be required (appriximately 1 week every quarter). Technologies used in the business are Windows Server 2008, 2012 and 2016, SQL, High Performance Computing – HPC, Azure and Willis Towers Watson software, training will of course be given as Willis Towers Watson dedicates significant investment in the successful applicant with regard to training and development.


The Role

This is an outstanding role for an ambitious individual who has performed well in an initial role and who is now looking to take their career to the next level by combining excellent customer facing skills, problem management with valuable product support expertise, on the route to becoming a Technology Consultant or Software developer.
The Application support analyst will be the subject matter expert (SME) for our Life Modelling products, along with standard support for all other Capital and P&C Products.

·  Providing 2nd level support to the first line team, consultants and external clients.
·  Build strong relationships internally and with client representatives and demonstrate natural ease and effectiveness when dealing with clients/colleagues at all levels
·  Configuration and support of Willis Towers Watson’s software, assist with day to day technical issues and resolving them in a timely and effective manner
·  Delivering support that meets or exceeds client expectations
·  Providing technical input and support to other teams and Technical consultants when required. Training clients on installation and on-going support of software products.
·  Assist in the management of our lab environments to allow complex testing of products
·  Provide training to 1st line support team (as part of our continuous development program)
·  Provide feedback to the development team about possible enhancements to the software

The Requirements

The essential skills/experience for this position are:

·  Previous experience in an IT Helpdesk / Application or Software Support role.
·  Client facing skills acquired from a Consultancy or Software House
·  Knowledge of server hardware and configurations; particularly Microsoft products.
·  Microsoft Windows (including Windows Server) and basic networking knowledge.
·  Experience with either Citrix or another Virtual Desktop Infrastructure.
·  Excellent organisational skills and the ability to work with limited supervision
·  Excellent communication, problem solving and analytical skills including experience in a client facing role.
·  Knowledge of Microsoft Operating Systems, File Permission’s, Active Directory
·  SQL Server experience including SQL querying, database structure and database maintenance
·  Knowledge of IIS to investigate and diagnose issues
·  Knowledge and Understanding of ITIL
Other highly desirable skills are;

·  Additional language
·  PowerShell
·  Linux
·  Desirably educated to degree level
·  Knowledge of Office (Excel), including using VBA.
·  PowerShell / other scripting languages
·  MCSE or other key IT certifications.
·  Knowledge of Insurance of Financial Risk software (nice to have but not mandatory).
The Company
Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more atwillistowerswatson.com .

Willis Towers Watson is an equal opportunity employer
Willis Towers Watson believes that effectively managing a diverse workforce is vital to our business strategy. We have an obligation to our organization, ourselves and our clients to hire and develop the best people we can find. We will continually review our policies and practices to ensure that all areas of the employment process (including recruiting, hiring, work assignments, compensation, benefits, promotions, transfers, company-sponsored development programs and overall workplace experience) are free from discriminatory practices. We are committed to equal employment opportunities at Willis Towers Watson.

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.