IT Service Desk Specialist

Be the one building AI-powered experiences where they matter most.At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.IT Service Desk SpecialistMexico (Remote)Role Overview:Deliver reliable, always-on IT support that enables employees worldwide to stay productive, connected, and secure. This role sits at the center of a modern, AI-enabled support ecosystem, combining human expertise with automation to resolve issues quickly and improve the overall employee experience. At Genesys, we are advancing customer and employee experience through AI-driven innovation and empathy, and this position directly contributes to that mission by shaping how support is delivered at scale. You will own the end-to-end resolution of technical issues, influence support efficiency through automation, and help evolve a digital-first service model. Exposure to global operations, enterprise systems, and emerging AI capabilities provides strong opportunities for technical and career growth within a highly collaborative environment.Key Responsibilities:Deliver 24/7 global technical support through phone, live chat, self-service portals, and digital platforms, ensuring seamless user experienceDiagnose and resolve hardware, software, network, and access issues to minimize downtime and maintain productivityDrive adoption of self-service tools and digital support channels to improve efficiency and reduce ticket volumeLeverage AI-powered virtual agents and automation tools to accelerate issue resolution and enhance service qualityValidate and refine AI-generated responses to ensure accuracy, relevance, and user satisfactionIdentify and implement automation opportunities that streamline repetitive support tasks and improve scalabilityManage incidents and service requests using ITSM tools such as ServiceNow, ensuring SLA and KPI adherenceEscalate complex technical issues to Tier 2 or Tier 3 teams while maintaining ownership and communicationAdminister user accounts, including provisioning, deprovisioning, and access management across systemsTroubleshoot endpoint devices including Windows, macOS, iOS, and Android platformsSupport collaboration technologies such as Microsoft Teams, Zoom, and conferencing systemsResolve VPN, remote access, and connectivity issues to support distributed workforce operationsMaintain and enhance knowledge base content to improve self-service and AI-assisted support capabilitiesParticipate in major incident response and contribute to timely communication during outagesProvide insights and feedback to improve AI models, automation workflows, and support processesRequired Qualifications:Technical diploma in IT, Computer Science, or a related field2 to 4 years of experience in IT support, service desk, or helpdesk environmentsStrong expertise in Windows and macOS operating systemsExperience supporting mobile devices including iOS and AndroidProficiency with collaboration tools such as Microsoft Teams and ZoomExperience using ITSM platforms, preferably ServiceNowHands-on experience with Azure Active Directory and Active DirectoryExperience with endpoint management tools such as Intune, Windows Autopilot, or JAMF ProProficiency in Microsoft 365 applications and servicesSolid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN connectivityExperience supporting users through digital channels such as chat and self-service portalsExposure to AI-assisted support tools such as chatbots or virtual agentsStrong analytical and problem-solving skills, including the ability to assess automated outputsExcellent written and verbal communication skills in English, with the ability to explain technical concepts clearlyStrong customer-focused mindset with a commitment to service qualityAbility to work rotational shifts including nights, weekends, and holidaysPreferred Qualifications:ITIL Foundation certificationExposure to AI or machine learning applications in IT operations such as AIOpsExperience improving chatbot performance, self-service adoption, or digital support strategiesFamiliarity with cloud platforms such as AWS, Azure, or GCPBasic scripting skills using PowerShell or BashExposure to prompt engineering or AI-assisted troubleshooting toolsWorking at GenesysAI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.What Happens After You ApplyAfter you apply, here's what you can typically expect:Our Talent Acquisition team reviews your application with the hiring team.A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Next, you'll meet the hiring manager and other members of the interview team.We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.After interviews are complete, our team will follow up with the final steps.Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.Stay ConnectedStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.Get notified about relevant opportunities.Be the one building what's next - where AI, experience and impact come together.Employee ReferralIf a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.About Genesys: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 workforces. To learn more, visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.Genesys 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.