IT Services Specialist

Genesys; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A global IT services company in Toronto is seeking an IT Services Specialist to provide tier 2 technical support for hardware, software, and network connectivity. The ideal candidate should have 2-3 years of IT support experience and strong technical knowledge of both Mac OS and Windows OS. This full-time role requires a focus on customer service and problem-solving skills in a collaborative environment.

Qualifications

• Minimum 2-3 years of IT support experience in a professional environment.
• Strong customer service focus and interpersonal skills.
• Extensive technical knowledge of Mac OS and Windows OS.

Responsibilities

• Support and maintain the desktop computing environment for the Toronto office.
• Troubleshoot and repair computer hardware and software.
• Manage work requests via ServiceNow ticketing system.

Skills

Strong customer service focus

Excellent communication skills

Technical knowledge of Mac OS and Windows OS

Problem-solving skills

Experience supporting mobile devices

Education

2-3 years of IT support experience

Tools

Azure AD

Active Directory

ServiceNow

Microsoft Office 365

Job description

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The IT Services Specialist at Genesys is responsible for providing tier 2 technical support for hardware software applications operating systems and network connectivity. This role involves managing ServiceDesk incidents and requests while ensuring superior customer service.

The specialist will be based at the Toronto office servicing customers within the Canada region providing onsite IT support at the Toronto office and managing vendor engagements.

Responsibilities

• Support and maintain the desktop computing environment for the Toronto office and remote users.
• Troubleshoot configure and repair computer hardware printers software network connectivity and operating systems.
• Provide hands‑on desk side support assistance and manage client computing devices through all phases of the hardware and software lifecycle.
• Serve as a tier 2 technical escalation point for the Global IT ServiceDesk Team.
• Perform installations maintenance and repair work on client computing hardware or software.
• Enforce corporate security standards and industry best practices for the desktop computing environment.
• Investigate and recommend hardware and software solutions based on evolving business requirements.
• Support video conferencing and presentation tools such as Zoom Microsoft Teams and Zoom rooms.
• Manage work requests via ServiceNow ticketing system and create documentation for support processes and workflow.
• Provide periodic training for New Hire orientation.
• Support and troubleshoot mobile devices including iOS and Android.
• Perform basic server network and telephony support.
• Manage and maintain hardware and software inventory.
• Support and maintain in‑office Audio and Visual equipment.
• Perform after‑hours or on‑call work as necessary.

Requirements

• Minimum 2‑3 years of IT support experience in a professional environment.
• Strong customer service focus and interpersonal skills.
• Excellent communication skills both written and verbal.
• Proactive self‑starter with strong problem‑solving skills.
• Extensive technical knowledge of Mac OS and Windows OS.
• Experience supporting mobile devices iOS and Android.
• Experience with Azure AD, Active Directory, Intune, Windows Autopilot, Jamf Pro, ServiceNow, Microsoft Office 365.
• Basic understanding of TCP / IP connectivity, VPN clients and connectors.
• Ability to lift up to 25 lbs.

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys

Genesys empowers more than 8000 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 .

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 .

You can expect a response within 2448 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.

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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.

Required Experience :

IC

Key Skills

SQL, Active Directory, Information Technology, Access Points, System Software, Database, Infrastructure, Linux, Project Management, Internet, Troubleshoot, PC, Procedures, Setup, hardware

Employment Type : Full-Time

Experience : years

Vacancy : 1