IT Services Specialist

Genesys Cloud Services, Inc.; Chennai District; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Volunteer time off

August Free Fridays

Well-being resources

Job summary

Genesys IT Services is seeking an IT Services Specialist to join our EMEA team. You will handle advanced IT support (L2/L3), manage incidents, and deliver high-quality service to employees across the region, including executive leadership.

Responsibilities include onboarding/offboarding, asset lifecycle management, ServiceNow updates, and collaboration with Global IT, Security, HR, and Facilities to ensure smooth IT delivery. Strong English and ITIL/A+ or similar certifications are desirable.

Qualifications

• 4-5 years’ experience troubleshooting hardware, printers, software, and OS.
• Strong customer service focus and interpersonal skills.
• Experience onboarding, training and supervising junior team members.
• Excellent written and verbal English communication.
• Ability to communicate with different organizational levels.
• Proven ability to work with global peers and teams.
• Familiarity with Windows OS and mobile device support.

Responsibilities

• Provide advanced IT support (L2/L3) and handle complex incidents.
• Deliver hands-on and remote support across EMEA and executive stakeholders.
• Manage onboarding/offboarding, device provisioning and lifecycle tasks.
• Maintain accurate asset/software inventory in ServiceNow.
• Support collaboration tools (Zoom, Teams) and AV systems.
• Lead or mentor junior team members as needed.

Skills

Advanced IT support

Customer service

English communication

On-site collaboration

Remote/onsite support

Hardware troubleshooting

Education

IT certifications (A+ or Microsoft)

ITIL Foundation

Tools

ServiceNow

Active Directory

Azure AD

Intune

Autopilot

Zoom/Teams

Job description

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.

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 Enable 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.

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.

Why Join Us

Work 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.

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

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 [e-mail]. 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.

Equal Opportunity Statement

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.

Contact

To learn more, visit www.genesys.com.