IT Services Specialist

Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?**Job Description**:- 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**: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 (racking servers, building phones)- 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 11, 12, 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 25 lbs.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. VisitReasonable Accommodations:Reasonable Accommodations FormGenesys is an equal opportunity employer committed to diversity 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.