IT Services Specialist

Genesys; Chennai District; On-site; INR 700,000 - 1,300,000; Full time

Benefits offered by this job

Flexible benefits

Volunteer time

Well-being resources

Job summary

Genesys IT Services is currently seeking an IT Services Specialist to join our EMEA team. This role focuses on incident resolution, onboarding/offboarding, and end-user support across devices, applications, and collaboration tools.

The ideal candidate will have 4–5 years of hands-on IT experience, strong English communication, and experience mentoring junior staff. You will work in a customer-facing, on-site environment in Chennai with some after-hours support.

Qualifications

• 4–5 years of hands-on IT support experience across hardware, software, OS and network issues.
• Strong customer service focus with excellent English communication skills.
• Experience onboarding, training and supervising junior team members.
• Ability to work with peers globally and independently with limited guidance.
• Proficiency with Windows OS and familiarity with enterprise tools (Intune, Autopilot, Azure AD).
• Desirable ITIL Foundation certification and related IT operations knowledge.

Responsibilities

• Serve as L2/L3 escalation point for complex incidents and service requests.
• Troubleshoot, configure, and repair computing devices, printers, software and network issues.
• Provide hands-on and remote support to users across EMEA with VIP/executive sensitivity.
• Coordinate with global teams for advanced troubleshooting and timely resolution.
• Onboard/offboard employees, maintain asset and software inventories, and support device lifecycle.

Skills

Windows OS

Customer service

English communication

Team mentoring

Education

ITIL Foundation certification

Tools

Intune

Autopilot

Azure AD

Active Directory

SharePoint

ServiceNow

Zoom

Teams

Office 365

VPN

Job description

• Support mobile devices (iOS, Android) including management via Intune Endpoint Management

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 Specialist – Job Description

Summary

Genesys IT is currently seeking an IT Services Specialist to join our EMEA team. This is a rare opportunity for an individual who can build strong relationships, earn trust across the business, and represent IT with professionalism while managing ServiceDesk incidents and requests at an advanced level. The IT Services Specialist (L2/L3) serves as a key technical resource within the region, providing hands-on support and delivering high-quality customer service to employees across EMEA—including executive leadership. The role is responsible for resolving escalated issues from the Global Helpdesk and junior Desktop team members, managing Tier 2/3 troubleshooting across hardware, software, operating systems, network connectivity, collaboration tools, and all deployed end-user technologies.

In addition to advanced incident resolution, this position supports employee onboarding and offboarding, contributes to device lifecycle operations, and assists in the training and oversight of junior Desktop Specialists under the direction of the team manager. Issues requiring deeper technical expertise will be escalated to L4 subject-matter teams, with the Senior Specialist maintaining ownership for follow-up and ensuring service levels are achieved.

As IT Services evolves with AI-assisted diagnostics, automation, and modern endpoint management, the Senior Specialist will help drive adoption of these tools to enhance service quality and operational efficiency. The role demands a disciplined approach to process execution and strict adherence to regional compliance requirements, including Sarbanes-Oxley, ISO9001:2008, and ISO27001 frameworks.

This is a hands-on, customer-facing role requiring strong technical proficiency, exceptional communication skills, and the maturity to operate independently. The successful candidate will demonstrate a commitment to continuous improvement while delivering a reliable, frictionless technology experience for users across the region.

Key Responsibilities

Advanced Support (L2/L3)

• Serve as the escalation point for complex incidents that cannot be resolved by the Global Helpdesk or junior Desktop Specialists
• Troubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues
• Provide hands-on and remote support to users across EMEA, including delivering VIP and executive support with discretion and urgency
• Coordinate with L3/L4 global teams for advanced troubleshooting and ensure timely incident resolution
• Perform installations, maintenance, and repair work on client computing hardware and software

Operational Service Delivery

• Support end-user device lifecycle: deployment, operations-support, updates, and retirement
• Manage onboarding/offboarding tasks including device preparation, account setup, and new hire orientation support
• Maintain accurate asset and software inventory within ServiceNow
• Support mobile devices (iOS, Android) including management via Intune Endpoint Management
• Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware
• Support and maintain audio/visual equipment and meeting room technologies (Zoom, Teams)
• Perform routine administrative tasks in ServiceNow, Active Directory, Azure AD, and SharePoint
• Provide on-site support as needed, including assisting with IT equipment moves and office relocations
• Participate in after-hours or on-call rotations based on business needs
• Manage hardware order processing, invoice coding, and charge-back procedures in the financial system

Team Support & Leadership

• Provide guidance and support to junior Desktop team members on ticket prioritization and handling
• Assist with onboarding and training of new team members, supporting skill development and process adherence
• Act as deputy when the team manager is unavailable

Compliance, Quality & Continuous Improvement

• Adhere to SOX, ISO9001:2008, ISO27001, and corporate compliance requirements
• Maintain up-to-date documentation for support processes, workflows, and operational procedures
• Identify recurring issues and contribute to improvements in processes, knowledge articles, and service workflows
• Drive improvements in MTTR, SLA compliance, and first-time resolution through disciplined troubleshooting

AI & Modern Support Enablement

• Use AI-powered diagnostic tools, automated scripts, and virtual agents to accelerate issue resolution
• Provide feedback to enhance automated knowledge content and chatbot-driven deflection
• Support zero-touch and modern provisioning workflows (Autopilot, Intune) under guidance from engineering teams
• Review and interpret endpoint analytics dashboards to help identify emerging support trends

Cross-Functional Collaboration

• Work closely with Global IT, Security, HR, and Facilities to ensure smooth service delivery across the region
• Support regional IT initiatives, infrastructure deployments, and business events requiring IT presence

Minimum Requirements

• 4-5 years’ experience of troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity and operating systems.
• Strong customer service focus and interpersonal skills is a must.
• Experience with onboarding, training and supervising more junior team members
• Excellent communication skills, both written and verbal in English, with the ability to create rapport with clients, delivering a high level of customer service. The ability to communicate effectively face to face and in writing with people at various levels in an organization is crucial.
• Ability to work under own initiative with limited guidance being required in own area of knowledge.
• Demonstrate aptitude for continuous learning and innovative thinking.
• Able to work with peers on a global scale.
• Able to work and communicate effectively with more senior IT and business staff
• Proficiency with Windows OS is required.
• Experience of supporting mobile devices is preferred (i.e. tablets, smart phones, soft phones etc.).
• A+ or Microsoft certification preferred.
• Experience with Mac and Linux OS is preferable.
• ITIL foundation certification is desirable.
• Azure AD, Active Directory, Intune, Autopilot, Microsoft Office 365, Basic understanding of TCP/IP connectivity, VPN clients and connectors, Mac OS 10.x and above, Windows 10 and above.
• Audio and Visual – Zoom
• Experience with hardware ordering and invoicing

Working at Genesys

• AI 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.

Reasonable Accommodations

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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.

Be the one building what's next - where AI, experience and impact come together.