APAC IT Services Specialist – AI-Driven Endpoints

Genesys; Manila; On-site; PHP 290,000 - 540,000; Full time

Benefits offered by this job

Paid volunteer time

August Free Fridays

Well-being resources

Job summary

Genesys in Quezon City, Philippines, seeks an IT Services Specialist to deliver reliable, enterprise‑grade IT support across APAC. You will own escalations from the Global Helpdesk and guide junior Desktop Specialists while partnering with Global IT, Security, HR, and Facilities to meet regional goals.

You will work hands‑on with hardware, software, and endpoint technologies, leveraging AI‑assisted diagnostics, Intune, and Autopilot to enhance service delivery and operational excellence.

Qualifications

• 3 to 4 years of experience troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity, and operating systems.
• Strong proficiency with Windows operating systems, including Windows 10 and above.
• Working knowledge of Azure AD, Active Directory, Intune, Autopilot, Microsoft 365, TCP/IP connectivity, VPN clients, and connectors.
• Excellent written and verbal English communication skills, including confidence supporting senior IT, business leaders, and executive users.
• Experience onboarding, training, and providing guidance to junior team members.
• Ability to work independently with limited guidance while collaborating effectively with peers and technical teams globally.
• Demonstrated aptitude for continuous learning, innovative thinking, and adoption of emerging technologies, including AI and automation.
• Experience supporting audio and visual collaboration technologies, including Zoom.
• Experience with hardware ordering and invoicing.

Responsibilities

• Own escalations from the Global Helpdesk and junior Desktop Specialists, driving timely resolution of complex hardware, software, OS, network, and end‑user issues.
• Deliver hands‑on and remote support across APAC, including high‑priority support for executives and VIP users.
• Drive incidents through resolution with L3/L4 global teams, maintaining ownership of follow‑up, SLA performance, and user communication.
• Install, maintain, configure, and repair client computing hardware and software to support reliable end‑user operations.
• Manage the end‑to‑end device lifecycle including deployment, updates, support, retirement, onboarding, and offboarding.

Skills

English communication

Customer service

Independent work

Team mentoring

Tools

Azure AD

Active Directory

Intune

Autopilot

Microsoft 365

Windows 10+

Zoom

VPN clients

ServiceNow

Job description

Genesys in Quezon City, Philippines, seeks an IT Services Specialist to deliver reliable, enterprise‑grade IT support across APAC. You will own escalations from the Global Helpdesk and guide junior Desktop Specialists while partnering with Global IT, Security, HR, and Facilities to meet regional goals.

You will work hands‑on with hardware, software, and endpoint technologies, leveraging AI‑assisted diagnostics, Intune, and Autopilot to enhance service delivery and operational excellence.