IT Services Specialist

Genesys Cloud Services, Inc.; Manila, Hinoba-an; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Paid volunteer time off

Well-being resources

August Free Fridays

Regionally tailored programs for staff

Job summary

Genesys Cloud Services, Inc. seeks an IT Services Specialist to deliver L2/L3 support across APAC, handling escalations, hardware, software, and endpoint technologies. You will partner with Global IT and other functions to resolve high-impact issues and maintain service quality.

The role includes on-site support, device lifecycle management, and occasional travel to regional sites. Excellent English communication and leadership skills are essential for mentoring junior staff.

Qualifications

• 3–4 years in IT hardware/software support.
• Experience with enterprise IT management tools.
• Strong English communication and presentation skills.
• Ability to work across APAC time zones and travel as needed.

Responsibilities

• Provide advanced L2/L3 IT support for hardware, software, OS, network and peripherals.
• Deliver hands-on and remote support across APAC, including executives and VIP users.
• Drive incidents through resolution with global teams and maintain SLA ownership.
• Manage device lifecycle: deployment, updates, onboarding, offboarding, and inventory in ServiceNow.
• Provide on-site support for IT equipment moves and office relocations.
• Travel across APAC for in-field support and regional IT functions.

Skills

English communication

Customer service

Independent work

Mentoring

Team collaboration

Continuous learning

Tools

Windows 10+

Azure AD

Active Directory

Intune

Autopilot

ServiceNow

Zoom

Jamf

VPN clients

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 Quezon City, Philippines Role 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 issues
• Deliver hands-on and remote support across APAC, including discreet, 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
• Operational Service Delivery Manage the end-to-end device lifecycle, including deployment, updates, support, retirement, onboarding, and offboarding Maintain accurate asset and software inventory in ServiceNow
• Support Dell PCs, MacBooks, Windows, macOS, mobile devices, peripherals, printers, VPN connectivity, Zoom, Teams, and meeting room technologies
• Administer routine activities across ServiceNow, Active Directory, Azure AD, Microsoft 365, SharePoint, Intune Endpoint Management, and Autopilot
• Provide on-site support for IT equipment moves, office relocations, and other regional requirements
• Manage hardware ordering, invoice coding, charge-back procedures, and related financial-system activities
• Participate in after-hours or on-call support rotations based on business needs
• Travel across APAC may be required for in-field support, training, business meetings, and regional IT functions
• Team Support & Leadership Guide junior Desktop Specialists on troubleshooting, ticket prioritization, and effective incident handling Support onboarding and training of new team members, strengthening technical skills and consistent process execution
• Cross-Functional Collaboration Partner with Global IT, Security, HR, and Facilities to deliver effective technology services across the region Support regional IT initiatives, infrastructure deployments, business events, and other activities requiring IT presence
• Compliance, Quality & Continuous Improvement Ensure service delivery aligns with SOX, ISO9001:2008, ISO27001, and corporate compliance requirements Maintain accurate documentation for support processes, workflows, and operational procedures Improve MTTR, SLA compliance, and first-time resolution through recurring-issue analysis, disciplined troubleshooting, and stronger knowledge content
• AI & Modern Support Enablement Use AI-assisted diagnostics, automated scripts, and virtual agents to accelerate issue resolution and improve service efficiency Strengthen automated knowledge content and chatbot-driven deflection through ongoing feedback Support zero-touch and modern provisioning workflows using Autopilot and Intune under engineering guidance Review endpoint analytics to identify emerging support trends and opportunities for improvement

Required 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
• Strong customer service and interpersonal skills, with the ability to build trusted relationships across organizational levels
• 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

Preferred Qualifications:

• Certifications A+ or Microsoft certification ITIL Foundation certification
• Desirable Experience supporting macOS 10.x and above, Linux, iOS, Android, tablets, smartphones, and soft phones
• Experience with Jamf, business telephony, including cloud and VoIP environments
• Knowledge of IT security and access management principles

Personal Attributes:

• Customer-first mindset with strong ownership of service delivery
• Calm, composed, and reliable in high-pressure situations
• Team-oriented approach with mentoring capability
• Adaptability to emerging tools and technologies, including AI
• Detail-driven, process-focused approach with a commitment to operational excellence

#LI-Onsite #LI-PR1

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.

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.

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.

Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions.