Summary

As part of our Global Helpdesk team this position will function as the first point of contact in Mexico 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 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 shared workspace—such as a WeWork or Regus-style facility—in a central location to support collaboration, community, and productivity.

In the meantime, team members will work remotely and gather periodically for social events, volunteer opportunities, team-building, and professional development. Candidates should have reliable access to transportation—public or personal—to central and/or Midtown Guadalajara, as occasional in-person meetups will be expected. Once the shared workspace is in place, in-office presence may range from 1 to 3 days per week, depending on team and business needs.

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

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 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.

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

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.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

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.