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 Service Desk 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, ISO 9001:2008 and ISO 27001 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.

• 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.

• 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 Service Now.
• Support mobile devices (iOS, Android) including management via Intune Endpoint Management.
• Configure, maintain and support Dell PCs, Mac Books, peripherals and related hardware.
• Support and maintain audio/visual equipment and meeting room technologies (Zoom, Teams).
• Perform routine administrative tasks in Service Now, 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…