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Sr. IT Services Specialist
2 months ago
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
This job description is a template for job requisitions please make sure to update according to the position you are hiring for
Job Description
Job Title: Sr. IT Services Specialist
Department & Team: IT & WW IT CLIENT SERVICES 1
Reports to: Kiran Rasukachula
Location: Manila, Philippines
Summary:
Genesys IT is looking for an IT Services Specialist to join our team. Our ideal candidate is someone who can build relationships and gain trust with the business while managing ServiceDesk incidents and requests. This position involves tier 2 level troubleshooting of hardware, software applications, operating systems and network connectivity with necessary help and supervision from a very supportive team.
This is truly an exciting time at Genesys so if you're seeking a new opportunity as an IT Services Specialist with a global leader in their field, please apply
Responsibilities:
The successful candidate will support and maintain the desktop computing environment for the company’s Manila office and for remote users across Philippines & other APAC locations. This includes troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity and operating systems.
The successful candidate will provide hands-on desk side support assistance and be responsible for client computing devices through all phases in the hardware and software lifecycle (e.g., deployment, operations/support, and retirement of devices), including the use of Jamf Pro and Microsoft Windows Autopilot. This position will also perform the majority of the mentioned tasks while providing a superior customer service to the users, which also includes executive support.
Tasks Include (but not limited to):
Provide high-level customer support with a focus on ownership and follow-through with every interaction. Serve as a tier 2 technical escalation point for the Global IT ServiceDesk Team for issues that cannot be resolved via phone or remote access. Perform installations, maintenance, and repair work onclient computing hardware or software. Enforce corporate security standards and industry best practices for the desktop computing environment. Investigate and recommend hardware and software solutions, as well as upgrades based on evolving business requirements. Support video conferencing and presentation tools (e.g., Zoom and Zoom rooms). Manage work requests via ServiceNow ticketing system and create documentation for support processes and workflow. Provide periodic training for New Hire orientation. Support and troubleshoot mobile devices (e.g., iOS and Android). Perform basic server, network, and telephony support (e.g., racking servers, building phones, configuring Zoom Rooms) Manage and maintain hardware and software inventory. Support and maintain in-office Audio and Visual equipment. Perform after hours or on-call work as necessary.Qualifications:
Onsite work at our Manila office required. Minimum 6 years of IT support experience in a professional environment. Strong customer service focus and interpersonal skills. Excellent communication skills, both written and verbal, with the ability to effectively articulate technical information to both technical and non-technical stakeholders. Proactive self-starter who actively seeks out innovative opportunities to deliver value, while ensuring alignment to the overall IT strategy and priorities. Strong problem-solving skills and ability to adapt to a fast-paced, dynamic environment. Highly organized, demonstrated aptitude for continuous learning, and up-to-date with the latest technologies. Extensive technical knowledge of Mac OS and Windows OS. Experience supporting mobile devices, iOS, and Android. Experience with Zoom, Zoom rooms, and other video conferencing technologies. Experience with Azure AD, Active Directory, Intune, Windows Autopilot, Jamf Pro, ServiceNow, Microsoft Office 365 Basic understanding of TCP/IP connectivity, VPN clients and connectors. Able to work with peers on a global scale. Must be able to lift up to 25 lbs. / 11.5 kg.If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
