IT Services 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 Services SpecialistQuezon City, PhilippinesRole Overview:The IT Services Specialist plays a critical role in delivering a reliable, frictionless technology experience for employees across APAC, including executive leadership. As a trusted L2/L3 technical resource, you will own complex escalations, strengthen regional service delivery, and help ensure users stay productive across hardware, software, connectivity, collaboration, and endpoint technologies.You will partner with Global IT, Security, HR, Facilities, and senior business stakeholders to resolve high-impact issues and support regional initiatives. You will also guide junior Desktop Specialists, helping strengthen technical capability and consistent service delivery across the team.This role combines hands-on technical depth with modern IT practices, including AI-assisted diagnostics, automation, endpoint analytics, Intune, and Autopilot. You will gain exposure to enterprise IT initiatives and global technical teams while expanding your expertise in modern endpoint management, automation, and regional service operations.At Genesys, we use technology and AI to help organizations create more connected, personalized experiences. You will contribute to that mission internally by making technology simpler and more dependable for the people who serve our customers.Key Responsibilities:Advanced Support (L2/L3)Own escalations from the Global Helpdesk and junior Desktop Specialists, driving timely resolution of complex hardware, software, operating system, network connectivity, and end-user technology issuesDeliver hands-on and remote support across APAC, including discreet, high-priority support for executives and VIP usersDrive incidents through resolution with L3/L4 global teams, maintaining ownership of follow-up, SLA performance, and user communicationInstall, maintain, configure, and repair client computing hardware and software to support reliable end-user operationsOperational Service DeliveryManage the end-to-end device lifecycle, including deployment, updates, support, retirement, onboarding, and offboardingMaintain accurate asset and software inventory in ServiceNowSupport Dell PCs, MacBooks, Windows, macOS, mobile devices, peripherals, printers, VPN connectivity, Zoom, Teams, and meeting room technologiesAdminister routine activities across ServiceNow, Active Directory, Azure AD, Microsoft 365, SharePoint, Intune Endpoint Management, and AutopilotProvide on-site support for IT equipment moves, office relocations, and other regional requirementsManage hardware ordering, invoice coding, charge-back procedures, and related financial-system activitiesParticipate in after-hours or on-call support rotations based on business needsTravel across APAC may be required for in-field support, training, business meetings, and regional IT functionsTeam Support & LeadershipGuide junior Desktop Specialists on troubleshooting, ticket prioritization, and effective incident handlingSupport onboarding and training of new team members, strengthening technical skills and consistent process executionCross-Functional CollaborationPartner with Global IT, Security, HR, and Facilities to deliver effective technology services across the regionSupport regional IT initiatives, infrastructure deployments, business events, and other activities requiring IT presenceCompliance, Quality & Continuous ImprovementEnsure service delivery aligns with SOX, ISO9001:2008, ISO27001, and corporate compliance requirementsMaintain accurate documentation for support processes, workflows, and operational proceduresImprove MTTR, SLA compliance, and first-time resolution through recurring-issue analysis, disciplined troubleshooting, and stronger knowledge contentAI & Modern Support EnablementUse AI-assisted diagnostics, automated scripts, and virtual agents to accelerate issue resolution and improve service efficiencyStrengthen automated knowledge content and chatbot-driven deflection through ongoing feedbackSupport zero-touch and modern provisioning workflows using Autopilot and Intune under engineering guidanceReview endpoint analytics to identify emerging support trends and opportunities for improvementRequired Qualifications:3 to 4 years of experience troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity, and operating systemsStrong proficiency with Windows operating systems, including Windows 10 and aboveWorking knowledge of Azure AD, Active Directory, Intune, Autopilot, Microsoft 365, TCP/IP connectivity, VPN clients, and connectorsStrong customer service and interpersonal skills, with the ability to build trusted relationships across organizational levelsExcellent written and verbal English communication skills, including confidence supporting senior IT, business leaders, and executive usersExperience onboarding, training, and providing guidance to junior team membersAbility to work independently with limited guidance while collaborating effectively with peers and technical teams globallyDemonstrated aptitude for continuous learning, innovative thinking, and adoption of emerging technologies, including AI and automationExperience supporting audio and visual collaboration technologies, including ZoomExperience with hardware ordering and invoicingPreferred Qualifications:CertificationsA+ or Microsoft certificationITIL Foundation certificationDesirableExperience supporting macOS 10.x and above, Linux, iOS, Android, tablets, smartphones, and soft phonesExperience with Jamf, business telephony, including cloud and VoIP environmentsKnowledge of IT security and access management principlesExperience with Microsoft 365 and Teams, ServiceNowPersonal AttributesCustomer-first mindset with strong ownership of service deliveryCalm, composed, and reliable in high-pressure situationsTeam-oriented approach with mentoring capabilityAdaptability to emerging tools and technologies, including AIDetail-driven, process-focused approach with a commitment to operational excellenceWorking 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.