Support Admin- Global Helpdesk

**Mexico - Guadalajara**

Business Technology/Full time/Hybrid

This role will also require support in North America (AMER) and Latin America (LATAM), so work may be scheduled into shifts beyond regular business hours to provide such multi-region support.
- Job Description
- Work Location & Culture - Guadalajara, Mexico
- We’re excited to expand in Guadalajara with a hybrid work model that combines remote flexibility and intentional in-person connection. As the local team grows, we plan to establish a d workspace—such as a WeWork or Regus-style facility—in a central location to support collaboration, community, and productivity.
- 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 by leveraging AI and Automation, expanding knowledge base documentation, and by 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
- 4+ years in Desktop Support with solid hands on experience with a variety of operating systems, primarily Microsoft Windows 10 & 11 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
- VIP/Executive Management support experience required
- Experience in creating easy to use end user and technical support documentation in MS Office/Google Doc, Point, and Confluence
- Knowledge of remote deployment tools such as: SCCM, JAMF, 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 knowledge with members of the team
- Physical ability to lift and install equipment (computers and peripherals) in and around desks and small places.
- Must have good fluency in English, Spanish (speaking and writing). Portuguese languages is a nice to have

Education
- Bachelor’s Degree in IT or Business Management nice to have
- Interested in this position?

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.

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.