IT Services Specialist

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.
* 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 business needs.
* Manage hardware order processing, invoice coding, and charge-back procedures in the financial system.
* Adhere to SOX, ISO
9001:2008, ISO
27001, 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.
* 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.
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* Minimum Requirements:

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* * 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 users
* Excellent 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
** Personal Attributes*
* * Medical, Dental, and Vision Insurance.
* Telehealth coverage
* Flexible work schedules and work from home opportunities
* Development and career growth opportunities
* Open Time Off in addition to 10 paid holidays
* 401(k) matching program
* Adoption Assistance
* Fertility treatments### Join our Talent Community.

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud 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 work forces.

To learn more, visit  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.
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