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.

Summary:

The IT Desktop Senior Specialist will be responsible for providing problem resolutions on all incoming requests assign by Global Helpdesk. Technical assistance on all deployed technology systems for employees of Genesys.

The IT Desktop Specialist will manage Tier 2 level troubleshooting of hardware, software applications, operating systems, and network connectivity. This includes troubleshooting and resolving complex system problems. The role also involves the onboarding, training, supervision of new Desktop team members with the help of the team’s manager.

Problems, which cannot be resolved by the IT Desktop Senior Specialist, will be dispatched to the appropriate L3 subject matter expert, and monitored for timely resolution within prescribed service levels and followed up on as needed.

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

Key Responsibilities:

Support and maintain the desktop and laptop computing environment for the company’s Budapest office and for remote users across the EMEA region.

This includes troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity and operating systems. The IT Desktop Senior Specialist will provide hands-on desk-side support assistance and be responsible for client computing devices throughout all phases in the hardware and software lifecycle (e.g., deployment, operations/support, and retirement of devices). The IT Desktop Senior Specialist is expected to perform the majority of the aforementioned tasks whilst providing a high level of customer service to the users, including executive support.

• 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 Desktop team
• Monitoring ticket dashboards and providing guidance on priorities for more junior team members of the Desktop 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 or on-call work as necessary.
• Routine administration and housekeeping tasks – ServiceNow, Active Directory, Azure AD and SharePoint.
• Support and troubleshooting for users with mobile devices such as Apple iPhone and iPad, 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.
• Supporting and maintain Audio and Visual equipment.
• Opening 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.
• Visiting remote EMEA sites to manage local IT issues as and when necessary
• Acting as deputy when team manager is not available

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

Desirable

JamF, Business telephony (Cloud and VOIP), IT Security & Access Management principles, Office365/Teams, Service Now.

Additional Comments

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

What do we offer:

• The warmest of welcomes: we will make sure you feel part of the Genesys team from day 1.
• The best of both worlds: the stability of a multinational company and the flexibility and speed of a startup company.
• Keep you in the loop: complete support and transparency from our global and local leaders.
• An A-team: talented and experienced professionals you can grow professionally with and an open & inclusive community.
• Career development: we will support your professional growth because your goals are important to us.
• Flexibility: we are open to candidates being eventually office based in Budapest, remote workers long term or a mix of both, but Hungary based.
• Empathy: your well-being is our priority. You will have extra days off in August and October, and extra time off to volunteer to help a cause close to your heart.
• Cafeteria, health insurance, life insurance, learning center to improve yourself, language courses, gym, vitamin bar, company cafe with our own barista.
• And a fabulous new HQ from near Nyugati Railway Station at Budapest.

#LI-MC1

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 HR@genesys.com. 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 equity 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.