IT Services Specialist

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.Genesys IT is currently seeking an IT Services Senior Specialist to join our NA team. This is a rare opportunity for an individual who can build strong relationships, earn trust across the business, and represent IT with professionalism while managing ServiceDesk incidents and requests at an advanced level. The IT Services Specialist (L2/L3) serves as a key technical resource within the region, providing hands-on support and delivering high-quality customer service to employees across NA—including executive leadership. The role is responsible for resolving escalated issues from the Global Helpdesk and junior Desktop team members, managing Tier 2/3 troubleshooting across hardware, software, operating systems, network connectivity, collaboration tools, and all deployed end-user technologies. In addition to advanced incident resolution, this position supports employee onboarding and off-boarding, contributes to device lifecycle operations, and assists in the training and oversight of junior Desktop Specialists under the direction of the team manager. Issues requiring deeper technical expertise will be escalated to L4 subject-matter teams, with the maintaining of ownership for follow-up and ensuring service levels are achieved. As IT Services evolves with AI-assisted diagnostics, automation, and modern endpoint management, the IT Services Specialist will help drive adoption of these tools to enhance service quality and operational efficiency. The role demands a disciplined approach to process execution and strict adherence to regional compliance requirements, including Sarbanes-Oxley, ISO9001:2008, and ISO27001 frameworks. This is a hands-on, customer-facing role requiring strong technical proficiency, exceptional communication skills, and the maturity to operate independently. The successful candidate will demonstrate a commitment to continuous improvement while delivering a reliable, frictionless technology experience for users across the region. Key Responsibilities:Advanced Support (L2/L3) Serve as the escalation point for complex incidents that cannot be resolved by the Global Helpdesk. Troubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues. Provide hands-on and remote support to users across Canada, including delivering VIP and executive support with discretion and urgency. Coordinate with L3/L4 global teams for advanced troubleshooting and ensure timely incident resolution. Perform installations, maintenance, and repair work on client computing hardware and software. Operational Service Delivery Support end-user device lifecycle: deployment, operations/support, updates, and retirement. Manage onboarding/off-boarding tasks including device preparation, account setup, and new hire orientation support. Maintain accurate asset and software inventory within ServiceNow. Support mobile devices (iOS, Android) including management via Intune Endpoint Management. Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware. Support and maintain audio/visual equipment and meeting room technologies (Zoom, Teams). Perform routine administrative tasks in ServiceNow, Active Directory, Azure AD, and SharePoint. Provide on-site support as needed, including assisting with IT equipment moves and office relocations. Participate in after-hours or on-call rotations based on business needs. Manage hardware order processing, invoice coding, and charge-back procedures in the financial system. Team Support & Leadership Provide guidance and support to junior Desktop team members on ticket prioritization and handling. Assist with onboarding and training of new team members, supporting skill development and process adherence. Act as deputy when the team manager is unavailable. Compliance, Quality & Continuous Improvement Adhere to SOX, ISO9001:2008, ISO27001, and corporate compliance requirements. Maintain up-to-date documentation for support processes, workflows, and operational procedures. Identify recurring issues and contribute to improvements in processes, knowledge articles, and service workflows. Drive improvements in MTTR, SLA compliance, and first-time resolution through disciplined troubleshooting. AI & Modern Support Enablement Use AI-powered diagnostic tools, automated scripts, and virtual agents to accelerate issue resolution. Provide feedback to enhance automated knowledge content and chatbot-driven deflection. Support zero-touch and modern provisioning workflows (Autopilot, Intune) under guidance from engineering teams. Review and interpret endpoint analytics dashboards to help identify emerging support trends. Cross-Functional Collaboration Work closely with Global IT, Security, HR, and Facilities to ensure smooth service delivery across the region. Support regional IT initiatives, infrastructure deployments, and business events requiring IT presence. Minimum Requirements:  3-4 years experience of troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity and operating systems.  Strong customer service focus and interpersonal skills is a must.  Experience with onboarding and training usersExcellent communication skills, both written and verbal in English, with the ability to create rapport with clients, delivering a high level of customer service. The ability to communicate effectively face to face and in writing with people at various levels in an organization is crucial.  Ability to work under own initiative with limited guidance being required in own area of knowledge.  Demonstrate aptitude for continuous learning and innovative thinking.  Able to work with peers on a global scale.  Able to work and communicate effectively with more senior IT and business staff Proficiency with Windows OS is required.  Experience of supporting mobile devices is preferred (i.e. tablets, smart phones, soft phones etc.).  A+ or Microsoft certification preferred.  Experience with Mac and Linux OS is preferable.  ITIL foundation certification is desirable.  Azure AD, Active Directory, Intune, Autopilot, Microsoft Office 365, Basic understanding of TCP/IP connectivity, VPN clients and connectors, Mac OS 10.x and above, Windows 10 and above.  Audio and Visual – Zoom  Experience with hardware ordering and invoicing Desirable  JamF, Business telephony (Cloud and VOIP), IT Security & Access Management principles, Office365/Teams, Service Now.   Personal Attributes Customer-first mindset with strong ownership of service delivery Calm, composed, and reliable in high-pressure situations Team-oriented with mentoring capability Adaptable to emerging tools and technologies, including AI Detail-driven, process-focused, and committed to operational excellence Additional Comments  Travel across region may be required for in-field support, training, business meetings, and regional IT functions (