The Role
The Onsite Support Technician for Workplace Delivery Management operates within the Global End User & Collaboration Services organization to guarantee the successful provision of in-office technology deployment, maintenance and support. This role involves providing on-site technical assistance to colleagues, resolving hardware and software issues that cannot be addressed remotely. In addition, the Onsite Support Technician ensures the efficient deployment and configuration of technical workspaces and distribution of hardware and IT peripherals.
This position is primarily aligned with a number of End User Technology Services including End User Compute, Meeting Room & AV and Print services however collaboration with other Technology services will be required. The primary responsibility is to achieve the successful delivery of workplace services in compliance with WTW standards and contractual agreements with partners. This ensures the fulfillment of business requirements and alignment with company and business segment strategies.
This role will be primarily based in Paris but will involve extensive travel throughout France and may involve some international travel to provide services across multiple offices.
Onsite Support Key Responsibilities
- Provide on-site technical support to colleagues that includes, troubleshooting hardware, software, and the setup of laptops as required.
- Install, configure, and maintain in-office workspaces, printers and other IT peripherals as required.
- Collaboration with other IT teams to ensure the seamless integration of systems and resolve various complex technical issues that cannot be resolved remotely.
- Support the business in aligning existing or new service delivery support solutions to meet requirements and expectations whilst aligning to company strategies.
- Effectively contribute to the purchasing, distribution, and stock level of IT peripherals within designated locations
- Diagnose and resolve technical issues promptly and efficiently.
- Escalate unresolved or systemic issues to the appropriate IT support teams and follow-up to ensure timely resolution.
- Following a ‘Hub and Spoke’ model, this role will work very closely with the wider Workplace Delivery Management team. The technician will have a set hub location but will be required to travel to other WTW sites as needed to provide in-office support.
The Requirements
- Minimum of 2-3 years’ experience as an onsite support technician for End User Technologies
- Experience of managing workload through ServiceNow ticket management and reporting
- Understanding of Information Technology Infrastructure Library (ITIL) principles for delivering standardized IT services.
- Travel within France is required to provide in-office technical support. Occasional international travel may also be required.
- Strong customer service and communication skills.
- Ability to adapt to changing technologies and user needs.
- Proven ability to resolve and set up hardware to include desktops, laptops, and technical equipment.
- Assist in the ongoing development and implementation of solutions that are appropriate for the WTW environment.
- Ability to communicate in English is preferred.
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.
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.
