Support Admin - Global Help Desk

Guidewire Software; Kraków; On-site; PLN 60,000 - 100,000; Full time

Job summary

Guidewire Software Inc. in Kraków is seeking a seasoned Helpdesk Technician to provide day-to-day technical support for hardware, software, mobile devices and network access.

You will own each ticket from initial triage to resolution, maintain status updates and complete routine Helpdesk tasks. Candidates should have 4+ years in desktop support, experience with Windows 10/11, macOS, Active Directory, Exchange, and remote tools like SCCM or Intune.

Qualifications

• 4+ years in desktop support with Windows and macOS experience.
• Experience with Active Directory, Exchange and remote access.
• Familiarity with enterprise collaboration tools and ITSM.
• Ability to document solutions and create user-friendly guides.
• Strong communication, customer-service mindset and teamwork.

Responsibilities

• Provide hardware, software, and network support to end-users.
• Triage, prioritize, and escalate tickets as needed.
• Support Windows and macOS endpoints and VPN access.
• Assist with AV equipment and videoconferencing setups.
• Create knowledge base articles and user documentation.
• Participate in IT projects and weekly operational meetings.

Skills

Windows 10/11 expertise

macOS expertise

Active Directory

Exchange

VPN & NAC troubleshooting

Google Workspace

Zscaler

Zoom / Slack / Okta / ServiceNow

VIP support

Documentation

Remote deployment tools

Tools

SCCM

JAMF

Autopilot

Intune

VMware

AWS Workspace

SharePoint

Confluence

Job description

Summary

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 expedite 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

• 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
• Experience supporting applications such as: Google Workspace Suite, Zscaler, Zoom, Slack, Okta, ServiceNow
• VIP/Executive Management support experience required
• Experience in creating easy‑to‑use end‑user and technical support documentation in MS Office/Google Docs, 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.

Equal Employment Opportunity and Accommodation Statement

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.