Senior IT Services Specialist

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 6,000 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.

Job Title: Senior IT Services Specialist
Department & Team: IT Services
Location: Raleigh/Durham Region, NC
 

Summary:

Genesys IT is looking for a Senior IT Services Specialist to join our team.  Our ideal candidate is someone who can build relationships and gain trust with the business while managing ServiceDesk incidents and requests. 

This role requires the candidate to have strong independent problem-solving capabilities and sound technical judgement, as well as a complete knowledge and understanding of IT infrastructure and cybersecurity. As an IT subject matter expert for all employees at the site and remotely, they will troubleshoot operating system and network issues for employees; evaluate and improve processes and systems, using data and professional experience; develop and enhance relationships with senior partners and stakeholders; and serve as a coach and mentor to others within the business area.

Key Responsibilities:

The successful candidate will support and maintain the desktop and laptop computing environment for the company’s Durham office and for remote users across North America.  

This includes troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity and operating systems. The Senior IT Services Specialist will provide both hands-on deskside support assistance and also be responsible for client computing devices throughout all phases in the hardware and software lifecycle (e.g., deployment, operations/support, and retirement of devices).

Many of IT’s systems and support functions fall under one of the various compliance directives such as Sarbanes Oxley, ISO9001:2008, ISO27001, etc. The Senior IT Services Specialist will be required to meticulously follow the documented procedures in rendering support and administering these systems.

The Senior IT Services Specialist is expected to perform the aforementioned tasks while providing a high level of professionalism and customer service to the users, including executive support.  

Tasks include (but not limited to):

• Tier 2 technical escalation point for the helpdesk team for issues that cannot be resolved via phone or remote access.  
• Escalation point for issues that cannot be resolved by the more junior members of the IT Services team 
• Monitor ticket dashboards and provide guidance on priorities for more junior team members of the IT Services team 
• Perform installations, maintenance and repair work on production client computing hardware or software that supports the business.  
• Enforce corporate security standards and industry best practices for the desktop computing environment.  
• Manage work requests via a helpdesk ticketing system ServiceNow and create documentation for support processes and workflow.  
• Investigate and recommend hardware & software solutions and upgrades based on evolving business challenges.  
• Provide periodic training or New Hire Orientation as required.  
• Manage and maintain hardware and software inventory in Services now and make sure kept up to date.  
• Perform after hours work as necessary.  
• Routine administration and housekeeping tasks – ServiceNow, Active Directory, Azure AD and SharePoint.  
• Troubleshoot for users with mobile devices such as Apple iPhone, iPad, and Android. Manage the devices Via Intune Endpoint management.  
• Setup/Configure/Maintain/Administer Dell computer and MacBook’s. Performs general preventative maintenance tasks on computers, laptops, printers.  
• Physical Workstation and peripheral relocations.  
• Support and maintain Audio and Visual equipment.  
• Open POs and managing Invoice coding and charge-back for hardware orders in the financial system 
• To be a highly motivated team player with the skills and ability to manage changing priorities.  
• Possibly travel to other US based offices if necessary.
• Act as “deputy” when Team Manager is not available. 

Minimum Requirements:  

• Onsite work at our Durham office is required.
• 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.  
• Ability to work with peers on a global scale.  
• Ability to work and communicate effectively with more senior IT and business staff 
• Experience of supporting mobile devices is preferred (i.e. tablets, smart phones, soft phones etc.).  
• Proficiency with Windows OS and Mac OS is required.
• 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
   

Desirable 

• JamF, Business telephony (Cloud and VOIP), IT Security & Access Management principles, Office365/Teams, Service Now.  
• A+ or Microsoft certification preferred. 
• Linux OS knowledge is preferable.
• ITIL foundation certification is desirable.
• Project Management knowledge.

Additional Comments  

Travel might be required for in-field support, training, business meetings and support functions. 

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

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.