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Title: Technical Application Support Associate
Location: TN-Nashville
JobDescription:
Responsibilities
- 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
- 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)
This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.
Compensation
The base salary compensation range being offered for this role is $70,000 – $80,000 USD per year. This salary applies to US locations only.
This role is also eligible for an annual short-term incentive bonus.
Company Benefits
WTW provides a competitive benefit package which includes the following (eligibility requirements apply):
- Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
- Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off.
- Retirement Benefits: Contributory Pension Plan and Savings Plan (401k).
At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.
We understand flexibility is key to supporting an inclusive and erse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.
This role is a remote work from home position available to be based anywhere globally.