As part of our Global Helpdesk team this position will function as first point of contact providing day-to-day comprehensive technical support to end-users in the areas of hardware, software applications, mobile devices, and network connectivity.  The successful candidate will assume full ownership of request and incident resolution, status and tracking of individually assigned tickets, as well as complete Helpdesk tasks including initial ticket triage, prioritization and escalations. This role will also require occasional support in both APAC and EMEA time zones, so work may be scheduled into shifts beyond regular business hours to provide such multi-region support.Skills and Experience4+ years in Desktop Support with solid hands on experience with a variety of operating systems, primarily Microsoft Windows 10 & 11 and Apple OS XMust have hands on experience with JAMFAbility to work in rotational shifts ( India, Australia , Europe or USA)Hands-On experience on Active Directory, Active Sync, Exchange, Apple support. Understanding of network protocols and exposure to VPN and Network Access Control troubleshootingExperience supporting applications such as:  Google workspace Suite, Zscaler, Zoom, Slack, Okta, ServiceNowVIP/Executive Management support experience requiredExperience in creating easy to use end user and technical support documentation in MS Office/Google Doc, SharePoint, and ConfluenceKnowledge of remote deployment tools such as: SCCM, JAMF, Autopilot and IntuneA fundamental understanding of virtual environments, utilizing such tools as VMWare & AWS WorkspaceAptitude for understanding and troubleshooting hardware and software problems and ability to determine user needsKnowledge and experience with remote troubleshooting; able to troubleshoot without seeing the systemExcellent oral and written communication skills, including customer facing soft skills, demonstrating personal and business maturityStrong organizational skills and the ability to prioritize effectively, must be able to perform a variety of tasks and assignments without sacrificing quality of workWillingness and ability to work flexible hours, and on-call rotation is requiredBe a team player. Ability and desire to share knowledge with members of the teamPhysical ability to lift and install equipment (computers and peripherals) in and around desks and small places.Roles and Responsibilities Perform analysis, diagnosis, and resolution of hardware and software problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as neededPrioritize, schedule and update incidents and requests, as well as escalate incidents outside the HelpDesk to the appropriate IT teams when requiredProvide direct support for Windows and Mac OS X endpoints, ensuring endpoints are up-to date and compliant with IT standard configurations and proceduresProvide meeting support with Audio Visual, Audio, and Video Conferencing equipment and servicesInitiate improvements to raise the quality and efficiency of service to end users expanding knowledge base documentation and self-service opportunitiesProvide end user training on various services and systemsParticipate in weekly operational meetingsParticipate in assigned IT ProjectsAbout Guidewire
Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.
As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.
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Guidewire Software Inc. provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.