Sr. 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?Sr. IT Services SpecialistKey Responsibilities:Process work incidents/requests via ticketing system and create documentation for support processes and workflowParticipate in IT Projects to align with company goals.Provide periodic training or New Hire Orientation as requiredEnforce corporate security standards and industry best practices for the desktop computing environmentEnsure the prompt reporting of all major outages and assist where possible in their resolutionAssist and Manage Hardware InventoryAssist and manage all third-party software installed on end-user machines and keep safe the installation keysEnsure that all necessary patching and fixes are applied to affected servers in a timely fashionEnsure the configuration of all mobile phones in accordance with company policies and standardsAssist with the installation of any new systems and/or the removal of equipment no longer required in accordance with best practices and company standards ensuring the optimal organization of all cabling and cable managementAct as a professional role model for the staffMinimum Requirements:Minimum 5 years of experience with troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity, and operating systems.Experience with PEZA compliance. Hardware Inventory and Disposal.Strong customer service focus and interpersonal skills is a mustExcellent communication skills, both written and verbal, with the ability to create rapport with clients, delivering a high level of customer serviceCommunicate effectively face-to-face and in writing with people at various levels in an organizationAble to work under own initiative with limited guidance being required in own area of knowledgeStrong background in hardware and software inventory.Demonstrated aptitude for continuous learning and innovative thinking.Able to work with peers on a global scaleA proven track record of supporting and troubleshooting end-users in a large MAC/Windows environmentExperience supporting mobile devices is preferred (i.e., tablets, smart phones, soft phones, etc.)A+ or Microsoft certification preferredExperience with Mac and Linux OS is preferredITIL Foundation certification - preferredStrong background in hardware and software inventory.A strong understanding and demonstrable experience (including troubleshooting) with WIN10, WIN11 DHCP, and TCP/IPFamiliarity/experience with various levels of server WIN/OS and server administration including managing AD groupsKnowledge of using ServiceNow Ticketing systemWilling to work OnsiteEducated to degree level or equivalent experience #LI-DD1#LI-HybridAbout 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. 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 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.