Willis Towers Watson Technical Support Specialist in Mexico City, Mexico

Technical Support Specialist

Date Posted: April 27, 2018

Apply

Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork

JOB DESCRIPTION

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 at willistowerswatson.com.

The Business

Willis Towers Watson (NASDAQ: WLTW) 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 at willistowerswatson.com.

The Role

The primary role of the Technical Support Specialist is to provide End User Computing support and delivery of agreed services to the WTW college base through the support approaches of Field Service support. The position may require up to 10% travel, occasional night and /or weekend work and manual handling of office equipment.

The Requirements

Skills

  • 3+ years of progressive IT work experience, including +2 years in technical desktop support capacity.

  • College Degree in field of Computer Science, Information Sciences, or related field preferred.

  • Experience working directly with a user/customer base, with ability to have positive impact on activities from distance.

  • Technical operational knowledge of common End user computing standards and delivery methods, including Windows 7/10, Office, Outlook, Skype, EndPoint Encryption, SCCM, VPN/F5 Platforms, Networking, and Telephony.

  • Contribute to a Global, team-oriented, collaborative workplace.

  • Strong personal skills, with focus on listening and questioning

  • Proven analytical and problem-solving abilities

  • Customer Service Oriented

  • Self-motivated with an ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Ability to work in an agile and dynamic manner

  • Working Knowledge of ITIL practices

  • English >70%

Major Accountabilities

  • Maintaining and supporting the workplace Technology state to the approved global hardware standards, utilizing agreed Global Images, processes, procedures and workflows including security controls.

  • Providing support and delivery of Corporate Approved applications and services, including Windows 7/10, Office, Outlook and Skype, EndPoint Encryption, SCCM, F5 Platform, and Antivirus services.

  • Providing user support for corporate provided mobile device hardware and MobileIron enterprise services.

  • Adhering to agreed SLAs and metrics defined on Service Central Platform (Service Now) for call management and escalation as appropriate.

  • Assist in the identification, implementation and, where needed, documentation of remediation activities.

  • Input into continuous service improvement for delivery of services, including process enhancements, Knowledge Base articles, and user training material.

  • Build and maintain strong relationships and awareness with team and cross functional I, business colleagues and key stakeholders.

  • Support of Real Estate activities, including colleague’s moves, new office and relocations, integrations and closures.

  • Providing value-added service through senior executive support when required.

  • Provide user training and guidance through various methods, including face to face and group sessions

  • To meet service demands, and from time to time, the role may also require to work from other office locations

  • Communicate and work with different global corporate groups and vendors to solve incidents on core services affecting office operation.

Apply

Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork

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JOB SNAPSHOT

  • Employee Type:Regular Full-Time

  • Location:Mexico City, Distrito Federal, MX

  • Experience:5 years

  • Date Posted:April 27, 2018