TechBar Technician

The IT Support Technician is responsible for delivering high-quality, in-person technical support to colleagues within a dynamic office environment. Operating as part of the Onsite Support Services (OSS) function, this role provides a mix of walk-up (Tech Bar–style) and desk-side support, resolving issues that cannot be addressed remotely.

Working closely with the wider IT Service Management organization, the role ensures seamless service delivery, enhances the end-user experience, and supports business productivity through efficient, professional, and customer-focused IT support. This position is specifically aligned with a set of Technology Services within the Service Management & Governance group. The primary responsibility is to achieve the successful delivery of services in compliance with WTW standards and contractual agreements with partners. This ensures the fulfilment of business requirements and alignment with company and business segment strategies.

Key Responsibilities
•    Provide on-site technical support through a combination of walk-up (Tech Bar) and desk-side services
•    Diagnose and resolve hardware, software, and peripheral issues across laptops, desktops, and mobile devices
•    Act as a primary point of contact for in-office IT support, delivering a high-quality customer experience
•    Perform initial triage and resolution of incidents, ensuring appropriate routing or escalation where required
•    Support “break-fix” activities, including device swaps, rebuilds, and basic repairs
•    Assist with new starter setups, device provisioning, and user onboarding activities
•    Collaborate with remote support teams, dispatch functions, and specialist IT teams to resolve complex issues
•    Provide “smart hands” support for infrastructure, network, or AV teams where required
•    Ensure all tickets, updates, and resolutions are accurately recorded in the IT service management system
•    Contribute to maintaining local IT environments, including asset handling and stock control where applicable
•    Support office-based IT initiatives, upgrades, and service improvements[RW1.1]
•    Promote self-service and knowledge sharing by contributing to documentation and user guidance
•    This is a fully office-based role requiring on-site attendance. Home working is not available for this position.
•    A flexible approach to working is required to support business and operational requirements, including occasional work outside of standard business hours where necessary.
•    Occasional travel to other company locations may be required to provide technical support and assist with operational activities.

Qualifications

Skills & Experience

• 2–3 years’ experience in an IT support, onsite support, or service desk role

• Proven ability to troubleshoot and resolve hardware and software issues in a face-to-face support environment

• Strong customer service skills with a proactive, user-focused approach

• Experience supporting laptops, desktops, mobile devices, and standard peripherals

• Ability to manage competing priorities in a fast-paced, high-demand environment

• Strong communication skills, with the ability to explain technical concepts clearly to non-technical users

• Experience working within structured IT support models and processes

• Fluency in both Portuguese and English, with excellent verbal and written communication skills.

Technical Knowledge

• Good understanding of Windows operating systems and Microsoft 365 applications

• Familiarity with endpoint management tools (e.g. Microsoft Intune)

• Basic understanding of networking concepts and enterprise IT environments

• Awareness of IT service management frameworks (e.g. ITIL)

• Basic understanding of Agentic AI platforms such as Microsoft Co-Pilot[RW1]

Additional Attributes

• Comfortable working in a highly visible, customer-facing support environment

• Strong organisational skills and attention to detail

• Team-oriented, with the ability to collaborate across multiple IT functions

• Adaptable and flexible to changing business and technology needs

• Committed to continuous improvement and service excellence