IT Support Specialist

hace 1 mes


Xico, México Wtw A tiempo completo

We are seeking a highly skilled IT Support Specialist to join our team at Willis Towers Watson. This role involves managing and resolving technical issues for clients, providing exceptional customer service, and collaborating with the support team to improve processes and solutions.

Job Summary:

This role requires a strong understanding of IT systems and technology to provide efficient support delivery processes. The ideal candidate will have excellent problem-solving and people skills, as well as the ability to learn and adapt to new technologies.

Key Responsibilities:

  • Manage, triage, and resolve multiple incoming technical issues by understanding client needs and meeting standard service level agreements
  • Comprehend the configuration of various WTW technologies to support clients
  • Assist in developing standardized work processes, tools, and methodologies that improve quality and customer experience
  • Learn and practice efficient support delivery processes using problem-solving and people skills
  • Document solutions for knowledge base and bring new ideas for innovation and automation excellence into the Support team

Requirements:

  • Minimum of five years of experience in IT performance analysis and end-user support, including prior roles in IT Helpdesk or Application/Software Support equivalent to level 1.5 to 2, within an ITIL-oriented environment
  • Associate or bachelor's degree in Computer Science, Information Technology, or a related field
  • ITIL Foundation, CompTIA, and Microsoft Azure Certification is an advantage
  • Basic scripting knowledge (e.g. PowerShell, Python, SQL)
  • Familiarity with ticketing systems such as BMC, ServiceNow, JIRA, or similar ITSM tools
  • Strong client-facing skills with strong client service orientation and interpersonal skills
  • Strong written and verbal communication skills
  • Strong teamwork, communication, and collaboration abilities
  • Excellent organizational and time management skills with structured problem-solving and analytical thinking
  • Commitment to quality and continuous improvement mindset
  • Willingness to work on a shifting schedule including holidays and weekends

Benefits and Compensation:

The estimated annual salary for this role is $80,000-$120,000 based on location and industry standards. In addition to competitive compensation, we offer a comprehensive benefits package including medical, dental, and vision insurance, 401(k) matching, and paid time off.


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