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?This is on an-site position with 4 days onsite in our office in Paris, and 1 day working from home option (Friday)The IT Services Specialist will be responsible for providing problem resolutions on all incoming requests escalated by the IT Service Desk (GSD).  Provide technical assistance on all deployed technology systems for employees of Genesys. The IT Services Specialist will guide Tier 2/3 level troubleshooting of hardware, software applications, operating systems, and network connectivity. The role involves troubleshooting and resolving system problems after initial training, with necessary help and supervision from senior members of the team. Problems, which cannot be resolved by the IT Services Specialist, will be dispatched to the appropriate subject matter expert, and monitored for timely resolution within prescribed service levels, and followed up on as needed.Many of EMEA’s systems and support functions fall under one of the various compliance directives EMEA must follow such as Sarbanes Oxley, ISO9001:2008, ISO27001, etc. The IT Desktop Specialist will be required to meticulously follow the documented procedures in rendering support and administering these systems.The successful candidate should possess a positive ‘can-do attitude and be proactive. An intuitively high level of customer service in their approach and a thirst to learn new technologies. It is a given that you are articulate and can communicate across all levels. This will complement excellent technical skills and a thirst to learn new technologies. We will help you to up-skill, giving you every opportunity to learn new skills/processes and methods of working available, all within a flexible working environment.Key Responsibilities:Support and maintain the desktop and laptop computing environment for the company’s Paris office and for remote users across the EMEA region. This includes troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity, and operating systems.The IT Desktop Specialist will provide hands-on desk-side support in the office and be responsible for client computing devices throughout all phases in the hardware and software lifecycle (e.g., deployment, operations/support, and retirement of devices). The IT Desktop Specialist is expected to perform most of the aforementioned tasks whilst providing a high level of customer service to users, including executive support.Tier 2/3 technical escalation point for the IT Service Desk 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.Enforce corporate security standards and industry best practices for the desktop computing environment.Manage work requests via an ITSM ticketing system ServiceNow and create documentation for support processes and workflow.Investigate and recommend hardware & software solutions and upgrades based on evolving business challenges.Provide periodic training or New Hire Orientation as needed.Manage and maintain hardware and software inventory in ServiceNow and make sure kept up to date.Perform after-hours or on-call work as necessaryPerform installations, maintenance, and repair work on Network & AV equipment around Genesys OfficesRoutine administration and housekeeping tasks – ServiceNow, Active Directory, Azure AD, and SharePoint.Support and troubleshooting for users with mobile devices such as Apple iPhone and iPad, Android. Manage the devices via Intune Endpoint management.To be a highly motivated team player with the skills and ability to manage changing priorities.Setup/Configure/Maintain/Administer Dell computers and MacBooks. Performs general preventative maintenance tasks on computers, laptops, printers.Physical Workstation and peripheral relocations.Support and maintain Audio and Visual equipmentTravel will be required for in-field support, training, business meetings, and support functions.#LI-VL1About Genesys:Every year, Genesys® orchestrates more than 70 billion 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. Visit www.genesys.comReasonable 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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 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.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.