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.
IT Services Specialist – Job Description (JR101213)
Genesys are currently on the lookout for an IT Services Specialist to join our team. This is a rare opportunity for an individual who is able to build relationships and gain trust with the business while managing ServiceDesk incidents and requests, including tier 2 level troubleshooting of hardware, software applications, operating systems and network connectivity. You will be key in troubleshooting and resolving system problems, with necessary help and supervision from a very supportive team.
This is truly an exciting time in the Genesys history so if you're looking for a new opportunity as a IT Services Specialist with a global leader in their field....Please Apply!
Responsibilities:
The successful candidate will be responsible for supporting and maintaining the desktop computing environment for the company’s Sao Paolo office and for users across Latin America. 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). This position will also perform the majority of the mentioned tasks while providing a high level of 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.
- 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 on production client computing hardware or software that supports the business.
- Manage work requests via ServiceNow ticketing system and create documentation for support processes and workflow.
- Enforce corporate security standards and industry best practices for the desktop computing environment.
- Investigate and recommend hardware & software solutions & upgrades based on evolving business requirements.
- Strong Video Conference and presentation support skills, preferably with Zoom and Zoom rooms.
- Provide periodic training or New Hire Orientation as required.
- Perform support and troubleshooting for users with mobile devices such as Apple iPhone and iPad, Android users etc.
- Basic server/network/telephony support
- Manage and maintain hardware and software inventory.
- Perform after hours or on-call work as necessary.
- Provide routine administration and housekeeping tasks.
Qualifications:
- Minimum 2-3 years of experience in IT Support in a professional environment configuring and repairing computer hardware, printers, software, network connectivity and operating systems.
- Strong customer service focus and interpersonal skills is a must
- Excellent communication skills, both written and verbal in Portuguese and English, with the ability to create rapport with clients, delivering a high level of customer service. Communicate effectively face to face and in writing with people at various levels in an organization
- Able to work under own initiative with limited guidance being required in own area of knowledge.
- Demonstrated aptitude for continuous learning and innovative thinking.
- Extensive technical knowledge of Mac OS and Windows OS.
- Experience is supporting mobile devices, iOS and Android.
- Experience with Zoom, Zoom rooms, and other video conferencing technologies
- Experience with Intune preferred
- Experience with Jamf preferred
- Able to work with peers on a global scale
- Demonstrated aptitude for continuous learning and innovative thinking.
- Must be able to lift up to 11 Kg.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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.
