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Technical Application Support Associate

4 weeks ago

Taguig Manila, Philippines Willis Towers Watson Full time

The Role

As a Technical Application Support Associate, you will be working closely with and supporting the Consulting Technology Solutions ( CTS ) group in their activities. This role is mainly focused on supporting WTW developed applications and services. Technologies used in the business include Windows Server, Azure Virtual Desktop ( AVD ), SQL and our WTW software and services. Training will be provided WTW will provide significant investment in the successful applicant.

This is an outstanding role for an ambitious individual who has performed well in a support 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.

  • Assist with day-to-day technical issues and resolving them in a timely and effective manner.
  • Delivering support that meets or exceeds client expectations.
  • Build strong relationships with our internal development teams and with our end user community and demonstrate natural ease and effectiveness when dealing with the end users at all levels.
  • Configuration and support of WTW software and services.
  • Providing specialist technical input to projects managed by other teams at WTW when required.
  • Assist in Change Management activities for internal environments at WTW.
  • Provide focused feedback to our internal development teams regarding support issues and functional enhancements.
  • Provide support to our end users for the delivery of their client projects and proposals this might be simply troubleshooting use of WTW applications/services (specifically the ICT product suite including ResQ, RAFM, Igloo and Unify, but equally it might be supporting the use of a particular environment configured to help with their client projects.
  • To assist the implementation, maintenance & monitoring of CTS environments in addition to assisting with issues that may arise from end users with those environments i.e. resource outages. These technologies include Puppet, Nerdio, AVD, SQL, Azure DevOps, and more.
  • To engage with, and expand relationships with, the ICT s support and operations teams we leverage the product knowledge for issue resolution related to the ICT product suite.
  • To engage and have relationships with members of the product and development teams for the same reasons as above. This will allow CTS to be aware of any upcoming features etc that might impact our end users and the internal environments they use.

The Requirements

The essential skills/experience for this position are:

  • Previous experience in an IT Helpdesk / Application or Software Support role equivalent to second line level and in an ITIL orientated environment
  • Client facing skills acquired from a Consultancy or Software House
  • Microsoft products and services including knowledge of Azure, Active Directory and Entra ID
  • Basic networking skills including diagnostic utilities (e.g. Wireshark, Fiddler)
  • Experience with Virtual Desktop infrastructure (e.g. Citrix, RDS, AVD)
  • Microsoft and other cloud services
  • Scripting knowledge (e.g. PowerShell, Python, SQL)
  • Awareness of deployment technologies used for continuous delivery of code and configuration. Examples include but are not limited to: Pulumi, Terraform and Puppet
  • Excellent organizational skills and the ability to work with limited supervision
  • Excellent communication, problem solving and analytical skills

Other highly desirable skills are.

  • Multiple programming and scripting languages (PowerShell, Python and others)
  • Experience working in and managing deployment technologies for continuous delivery of code and configuration.
  • Experience or involvement in project work alongside normal support duties.
  • Knowledge of Office (Excel)
  • Educated to degree level.
  • Azure/AWS certifications
  • ITIL qualifications
  • Interest in latest cloud technologies outside the working environment
  • Knowledge of the Insurance Industry and Financial Risk software (not mandatory)

WTW is an Equal Opportunity Employer

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