IT Services Specialist

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

Mexico

• Role Overview:
• Genesys IT plays a critical role in keeping our people connected, productive, and able to deliver exceptional experiences. The IT Services Specialist provides advanced L2/L3 technical support across the AMER region, resolving complex end-user technology issues while delivering a reliable, frictionless experience for employees, including executive leadership.

This role combines hands-on technical depth with strong service ownership. You will manage escalated incidents across Windows and macOS devices, hardware, software, networking, mobile technologies, collaboration platforms, and modern endpoint management, while maintaining accountability through resolution and partnering with L4 specialists when deeper expertise is required.

You will also help shape how IT support evolves at Genesys by applying AI-assisted diagnostics, automation, endpoint analytics, and modern provisioning technologies such as Microsoft Intune and Windows Autopilot. With more than 200 AI tools available to employees, Genesys is embedding AI into how work gets done across the company, creating an environment where technology professionals can expand their capabilities while improving service quality and operational efficiency.

As part of One Genesys, you will have the opportunity to be the one who keeps us moving, enabling colleagues at scale, protecting what matters, and powering the company from the inside out. Your contribution will combine individual ownership with collaboration across a global team, supporting meaningful work and continued professional growth.

Key Responsibilities:

• •Own complex L2/L3 incidents escalated by the Global Helpdesk and junior Desktop Specialists, driving timely resolution and a high-quality employee experience
• •Deliver responsive hands-on and remote technical support across AMER, including discreet and high-priority support for executives and other senior stakeholders
• •Diagnose and resolve complex issues involving Dell PCs, MacBooks, Windows, macOS, software, printers, peripherals, network connectivity, VPN technologies, mobile devices, and collaboration tools
• •Coordinate with global L3/L4 teams on advanced technical issues while maintaining ownership, communication, and follow-through against service levels
• •Manage end-user device lifecycle activities, including deployment, support, updates, maintenance, inventory accuracy, and retirement
• •Deliver efficient onboarding and offboarding experiences through device preparation, account setup, technology orientation, and coordination with HR and other partners
• •Support modern endpoint management and zero-touch provisioning through Microsoft Intune and Windows Autopilot, helping improve consistency, scalability, and employee readiness
• •Apply AI-powered diagnostics, automated scripts, virtual agents, and endpoint analytics to accelerate troubleshooting, identify recurring issues, and improve MTTR, SLA performance, and first-time resolution
• •Maintain reliable mobile device support across iOS and Android environments using Microsoft Intune Endpoint Management
• •Support audio, visual, and meeting room technologies, including Zoom and Microsoft Teams, to enable effective collaboration across hybrid environments
• •Perform operational administration across ServiceNow, Active Directory, Microsoft Entra ID (Azure AD), Microsoft 365, and SharePoint while maintaining accurate asset and software records
• •Guide junior Desktop Specialists on troubleshooting, ticket prioritization, process execution, and service quality, while supporting onboarding and skill development for new team members
• •Serve as a trusted deputy when the team manager is unavailable, helping maintain service continuity and effective prioritization
• •Strengthen operational quality by documenting support processes, improving knowledge articles, identifying recurring issues, and contributing to more scalable service workflows
• •Maintain disciplined compliance with applicable SOX, ISO9001:2008, ISO27001, security, and corporate control requirements
• •Partner across Global IT, Security, HR, Facilities, and other teams to support regional initiatives, infrastructure deployments, office moves, and business events
• •Manage hardware ordering, invoice coding, and charge-back processes accurately and in accordance with established financial procedures
• •Provide on-site, after-hours, on-call, and regional travel support when required by business needs

Required Qualifications:

• •4 to 5 years of experience troubleshooting, configuring, maintaining, and repairing computer hardware, software, operating systems, printers, and network connectivity
• •Strong proficiency supporting Windows 10 and above, with practical experience across Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Microsoft Intune, Windows Autopilot, VPN clients, and TCP/IP connectivity
• •Demonstrated ability to resolve complex L2/L3 technical issues independently while exercising sound judgment about when to engage specialist teams
• •Strong customer service and interpersonal skills, with the maturity and discretion required to support employees and senior executives
• •Excellent written and verbal English communication skills, with the ability to build rapport and communicate technical information effectively across organizational levels
• •Experience onboarding, training, mentoring, or providing day-to-day technical guidance to junior team members
• •Ability to operate independently with limited guidance while maintaining strong ownership, prioritization, documentation, and follow-through
• •Experience supporting mobile technologies, including smartphones and tablets, in a managed enterprise environment
• •Working knowledge of IT service management practices, ticket management, incident escalation, and service-level expectations
• •Demonstrated commitment to continuous learning, process improvement, and adopting emerging technologies, including AI-assisted support and automation
• •Ability to collaborate effectively with peers, technical specialists, business partners, and senior stakeholders across a global organization
• •Ability to participate in after-hours or on-call rotations and travel within AMER when required

Preferred Qualifications:

• •Experience supporting macOS and familiarity with Linux environments
• •Experience with Jamf, ServiceNow, SharePoint, Microsoft Teams, Zoom, cloud or VoIP business telephony, and enterprise audio and visual technologies
• •Knowledge of IT security and access management principles
• •A+ or relevant Microsoft certification
• •ITIL Foundation certification
• •Experience with hardware procurement, order processing, invoice coding, and internal charge-back processes
• •Experience interpreting endpoint analytics or service data to identify trends and improve support performance
• •Experience supporting modern endpoint provisioning, automation, or AI-enabled IT service workflows

Exact details of these programs, including the conditions for eligibility, the amount of the benefit (including caps on benefits and customary pricing details), the length of the paid time off, etc. will be provided upon hire and is subject to Genesys policies.

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.