Desktop/helpdesk Support

7 months ago

Bengaluru Karnataka, India Guidewire Software Full time

**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
- Ability 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 troubleshooting
- VIP/Executive Management support experience required
- Experience in creating easy to use end user and technical support documentation in MS Office/Google Doc, SharePoint, 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 share knowledge with members of the team
- Physical 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 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

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