Job details

Senior Support Admin - Global Helpdesk

  • Department: Business Technology
  • Location: Chennai, India
  • Country: India

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.

This role will support both APAC and EMEA time zones, so regular work will be scheduled into shifts beyond regular business hours to provide such multi-region support.

 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, Cisco AnyConnect, Zoom, Slack, Duo, Okta, 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, JAMF 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.

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. 380 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 700+ 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. 

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.