Desktop Support Engineer, Global Helpdesk

Summary

Join Guidewire's dynamic Global Helpdesk team, a critical part of a company that has transitioned to an AI-first platform. We are seeking a dedicated Desktop Support Engineer to be the first point of contact for comprehensive technical solutions. This role is essential for maintaining the productivity of our global workforce by providing expert, hands-on support for hardware, software, mobile devices, and network connectivity. You will be empowered to take full ownership of the entire incident and request lifecycle, from initial triage and prioritization to resolution and necessary escalation, ensuring seamless technical operations across the organization.

Job Description

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently.

Guidewire combines core, data, digital, analytics, and AI to deliver our platform as a cloud service. More than 400 insurers, including 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 1000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of add-ons that accelerate integration, localization, and innovation

Roles and Responsibilities:

• End-User Computing Excellence: Deliver expert analysis, diagnosis, and resolution of complex hardware and software incidents for our global user base, including proactive corrective solutions and remote support coordination.
• Incident and Request Management: Efficiently manage the complete lifecycle of service tickets- from initial triage and prioritization to escalation and status tracking- ensuring adherence to agreed-upon service levels.
• Endpoint Management: Maintain and support a secure, compliant fleet of Mac OS X endpoints and Windows, ensuring all devices are configured to current IT standards.
• Executive and Meeting Support: Provide high-quality Audio Visual (AV) and Video Conferencing support to ensure seamless meeting experiences, including dedicated VIP/Executive support.
• Service Improvement: Drive quality and efficiency gains in service delivery by actively developing knowledge base documentation and expanding self-service resources.
• Project Contribution: Serve as a key contributor to assigned IT infrastructure and service projects, and participate in regular operational meetings.
• Training and Enablement: Conduct training sessions for end-users on new systems, services, and best practices.

Skills and Experience:

• Technical Expertise (3+ Years): Minimum of 3 years of dedicated Desktop Support experience with hands-on proficiency in cross-platform operating systems, primarily Apple OS X/macOS and Microsoft Windows 10/11
• Core Infrastructure: Deep experience managing and supporting services including Active Directory, Active Sync, and Exchange, with proven expertise in Apple product support.
• Enterprise Tooling: Direct experience supporting and administering key SaaS and productivity applications such as Google Workspace Suite, Zscaler, Zoom, Slack, Okta, and ServiceNow.
• Advanced Troubleshooting: Strong conceptual understanding and practical experience in troubleshooting Network Protocols, VPN, and Network Access Control (NAC) issues.
• Deployment and Virtualization: Working knowledge of modern remote deployment and management tools (SCCM, JAMF, Autopilot, Intune) and familiarity with virtual environments (VMWare, AWS Workspace).
• High-Touch Support: Required experience providing dedicated, professional support to VIP and Executive Management.
• Documentation & Communication: Exceptional written and oral communication skills, coupled with superior customer-facing soft skills and proven experience creating technical documentation (e.g., in Google Docs, SharePoint, Confluence).
• Essential Attributes: Strong organizational skills, proven aptitude for remote troubleshooting, and a collaborative, knowledge-sharing approach. Must be willing to work flexible hours/on-call rotation and have the physical capability for equipment installation as needed.
• Education: Bachelor’s Degree in IT or Business Management preferred.

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.

About 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.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.

Guidewire is proud to be a disability inclusive employer. We are committed to providing individualized accommodations and support to candidates for any part of our hiring process. If you think you may need disability-related accommodations, please email EmployAbility at [email protected], our disability partner, or schedule a call with an EmployAbility expert (calendar booking slot) for a confidential conversation.