Job Description

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
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.
The IT Services Specialist at Genesys is responsible for providing tier 2 technical support for hardware, software applications, operating systems, and network connectivity. This role involves managing ServiceDesk incidents and requests while ensuring superior customer service.
The specialist will be based at the Toronto office, servicing customers within the Canada region, providing onsite IT support at the Toronto office, and managing vendor engagements.
Responsibilities

• Support and maintain the desktop computing environment for the Indianapolis office and remote users.
• Troubleshoot, configure, and repair computer hardware, printers, software, network connectivity, and operating systems.
• Provide hands-on desk side support assistance and manage client computing devices through all phases of the hardware and software lifecycle.
• Serve as a tier 2 technical escalation point for the Global IT ServiceDesk Team.
• Perform installations, maintenance, and repair work on client computing hardware or software.
• Enforce corporate security standards and industry best practices for the desktop computing environment.
• Investigate and recommend hardware and software solutions based on evolving business requirements.
• Support video conferencing and presentation tools such as Zoom, Microsoft Teams 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, including iOS and Android.
• Perform basic server, network, and telephony support.
• 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.

Requirements

• Minimum 2-3 years of IT support experience in a professional environment.
• Strong customer service focus and interpersonal skills.
• Excellent communication skills, both written and verbal.
• Proactive self-starter with strong problem-solving skills.
• Extensive technical knowledge of Mac OS and Windows OS.
• Experience supporting mobile devices, iOS, and Android.
• 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.
• Ability to lift up to 25 lbs.

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About Genesys:
Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud(TM) is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit .
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness 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.

Skills Required