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Infrastructure Support Associate at WTW

Infrastructure Support Associate

WTW Boston, MA (Onsite) Full-Time
As an Infrastructure Support Associate, you will provide specialist support to internal clients (our internal associates) globally via video conferencing, email and telephone. Technologies used in the business include Windows Server, SQL, High Performance Computing - HPC and Azure services (including Azure Virtual Desktop, Power BI and Azure DevOps). The application tier will not only include WTW's software and products but will include third party software and products that our internal associates require for delivery of their projects. Training will be provided; WTW dedicates significant investment in the successful applicant.

**The Role**

+ 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 (to our internal associates) together with problem management with valuable product support expertise.

+ Providing specialist support (at least second level equivalence) to our software support desk, other Technical Support and Operations (TSO) team members and internal associates

+ Assist with day-to-day technical issues and resolving them in a timely and effective manner

+ Delivering support that meets or exceeds our associates' expectations

+ Build strong relationships internally within our support and engineering organizations as well as with our internal associates and demonstrate natural ease and effectiveness when dealing with colleagues at all levels of the organization and differing levels of technical knowledge

+ Configuration and support of the applications used by our internal associates (both third party and WTW) for their client delivery

+ Helping to work with and to train TSO team members on installation and on-going support of software products, with a focus on the continuous development of the software support desk

+ 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 the WTW development teams regarding support issues and functional enhancements relating to their software and/or products

**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

+ Understanding of Microsoft products and services; including knowledge of cloud technologies

+ Basic networking skills including diagnostic utilities (e.g., Wireshark, Fiddler)

+ Experience with Virtual Desktop infrastructure (e.g., Citrix, RDS, AVD)

+ (redundant)Scripting knowledge (e.g., PowerShell, Python, SQL)

+ Awareness of deployment technologies used for continuous delivery of code and configuration. Examples include but 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 (not mandatory);

+ 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), including using VBA.

+ Azure certifications

+ Experience in working with high performance or distributed computing (Microsoft HPC)

+ ITIL qualifications

+ Interest in latest cloud technologies outside the working environment

+ Knowledge of the Insurance Industry and Financial Risk software

**Compensation and Benefits**

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).


The base salary compensation range being offered for this role is $80,000-$100,000.

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)

Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). Certain senior level roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

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