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Senior Support Admin - Global Help Desk

  • Department Business Technology
  • Location Ireland - Dublin
Sr. Support Admin

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.

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 needed
  • Prioritize, schedule and update incidents and requests, as well as escalate incidents outside the HelpDesk to the appropriate IT teams when required
  • Provide direct support for Windows and Mac OS X endpoints, ensuring endpoints are up-to date and compliant with IT standard configurations and procedures
  • Provide meeting support with Audio Visual, Audio, and Video Conferencing equipment and services
  • Initiate improvements to raise the quality and efficiency of service to end users expanding knowledge base documentation and self-service opportunities
  • Provide end user training on various services and systems
  • Participate in weekly operational meetings
  • Participate in assigned IT Projects

Skills and Experience

  • 7+ years in Desktop Support with solid hands-on experience with a variety of operating systems, primarily Microsoft Windows 10 and Apple OS X
  • Hands-On experience on Active Directory, Active Sync, Exchange, Apple support.
  • Understanding of network protocols and exposure to VPN and Network Access Control troubleshooting
  • Experience supporting applications such as: MS O365 Suite, Zoom, Slack, Okta and ServiceNow
  • VIP/Executive Management support experience required
  • Experience in creating easy to use end user and technical support documentation in MS Office, SharePoint, and Confluence
  • Knowledge of remote deployment tools such as: SCCM, JAM, Autopilot, and Intune
  • A fundamental understanding of virtual environments, utilizing such tools as VMWare & AWS Workspace
  • Aptitude for understanding and troubleshooting hardware and software problems and ability to determine user needs
  • Knowledge and experience with remote troubleshooting; able to troubleshoot without seeing the system
  • Excellent oral and written communication skills, including customer facing soft skills, demonstrating personal and business maturity
  • Strong organizational skills and the ability to prioritize effectively, must be able to perform a variety of tasks and assignments without sacrificing quality of work
  • Willingness and ability to work flexible hours, and on-call rotation is required
  • Be a team player.
  • Ability and desire to share knowledge with members of the team
  • Physical ability to lift and install equipment (computers and peripherals) in and around desks and small places.

Education

  • Bachelor’s Degree in IT or Business Management preferred.

Benefits Include

  • Competitive Market Salary
  • Bonus
  • LTI (Long term cash Incentive)
  • FlexWork options
  • Company pension contributions
  • Fully funded medical insurance for you and your family
  • 26 days paid annual leave
  • 16 weeks paid paternity
  • 26 weeks paid maternity leave
  • 3 paid days volunteering and many more

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About Guidewire


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.

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. 

CONSENT and ACKNOWLEDGEMENT 
By clicking the submitting your application on the following page:

1. You consent to Guidewire collecting, retaining, disclosing and using your Personal Data as outlined above, and to its transfer of your Personal Data outside the country where you live or work, and/or to third parties for the above purposes.
2. In the event that you submit any Sensitive Personal Data, you explicitly consent to Guidewire collecting, retaining, disclosing and transferring your Sensitive Personal Data on the terms and for the same purposes as described above in relation to Personal Data.
3. You acknowledge that you have the right to access your Personal Data and Sensitive Personal Data at any time and have the right to correct any errors.
4. You acknowledge that your Personal Data will be retained for up to 24 months.
Talent rewards

The perks. The rewards. The good stuff.

We’re proud to shout about our awesome benefits packages. Holistic wellness is a big deal for us. We offer everything you need to support your work and, most importantly, your work-life balance. We’re committed to helping you be the best version of yourself. Inside and outside of work.

FINANCIAL

FINANCIAL

Receive market-competitive pay and incentive programs—because you deserve it! To help future-proof your income, we offer generous support through retirement savings plans.

HEALTH AND WELLNESS

HEALTH AND WELLNESS

Keep your physical and emotional health in tip-top shape with health insurance for you and your family, an employee assistance program, annual wellness reimbursement, and access to wellness resources.

FLEXIBLE WORKING

FLEXIBLE WORKING

Work in an environment where you’ll have the freedom and trust to make an impact, with time for your life outside of work.

DOWNTIME

DOWNTIME

Relax and kick back through our generous paid time-off programs. Make a difference in your community with three volunteer days each year. Take your own personal day of rest with My Day. We also offer 16 weeks of paid leave for all new parents.

CONTINUAL DEVELOPMENT

CONTINUAL DEVELOPMENT

We encourage self-directed learning, giving you every chance to become a better version of yourself, both professionally and personally. At Guidewire, lifelong learning is here for the taking.

CAREER MOBILITY

CAREER MOBILITY

Your career opportunities are only limited by your own imagination. Guidewire’s community is filled with chances to expand your horizons across any of our teams or worldwide‌‌‌‌‌‌‌ locations.