IT Services Specialist
Genesys · Toronto, Canada
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.
Genesys IT is seeking an IT Services Specialist to join our AMER team in Toronto. This hands-on L2/L3 role provides advanced technical support and a high-quality employee technology experience across the region, including support for executive leadership. You will resolve escalated technical issues, support modern endpoint and collaboration technologies, mentor junior team members, and help improve service delivery through automation, AI-assisted diagnostics, and continuous improvement.
About the Role
As an IT Services Specialist, you will serve as a key technical resource for employees across AMER and an escalation point for issues that cannot be resolved by the Global Helpdesk or junior Desktop Specialists.
You will combine advanced troubleshooting expertise with a customer-first approach, taking ownership of incidents and requests through resolution while partnering with global IT teams when deeper technical expertise is required. You will also contribute to employee onboarding and offboarding, device lifecycle management, documentation, process improvements, and the development of junior team members.
This role offers the opportunity to help shape a modern IT support experience at Genesys. You will work collaboratively across teams, embrace new technologies and AI-enabled support capabilities, and contribute to an environment where we Embrace Empathy, Fly in Formation, and Go Big.
Key Responsibilities
Advanced Technical Support
- Serve as an escalation point for complex L2/L3 incidents and requests that cannot be resolved by the Global Helpdesk or junior Desktop Specialists.
- Troubleshoot, configure, maintain, and repair end-user hardware, software, operating systems, printers, peripherals, and network connectivity.
- Deliver hands-on and remote technical support to employees across AMER, including responsive and discreet support for executives and other business-critical users.
- Coordinate with global technical and L4 subject-matter teams on advanced issues while maintaining ownership of follow-up and resolution.
- Diagnose Windows, macOS, mobile device, VPN, TCP/IP connectivity, Microsoft 365, and collaboration technology issues.
- Perform installations, upgrades, maintenance, and repair activities across supported end-user technologies.
Operational Service Delivery
- Manage end-user devices throughout their lifecycle, including provisioning, deployment, support, updates, replacement, and retirement.
- Support employee onboarding and offboarding, including device preparation, account-related activities, equipment collection, and new-hire technology orientation.
- Maintain accurate hardware, software, and asset records within ServiceNow.
- Configure and support iOS and Android mobile devices using Microsoft Intune and related endpoint management technologies.
- Configure, maintain, and support Dell PCs, MacBooks, peripherals, and other approved end-user hardware.
- Support audio, visual, and meeting-room technologies, including Zoom and Microsoft Teams.
- Perform routine administration within ServiceNow, Active Directory, Microsoft Entra ID, Microsoft 365, and SharePoint within established access and security controls.
- Provide on-site technical support for office activities, equipment moves, workplace changes, and regional IT initiatives.
- Participate in scheduled after-hours or on-call support rotations when required by business needs.
- Process hardware orders and support invoice coding and internal charge-back procedures in accordance with established financial processes.
Team Support and Leadership
- Guide junior Desktop Specialists on troubleshooting approaches, ticket prioritization, escalation, and service standards.
- Support the onboarding, training, and ongoing development of new and junior team members.
- Share technical knowledge and promote consistent use of documented support processes and best practices.
- Provide operational coverage and act as a point of contact when the team manager is unavailable, as assigned.
Compliance, Quality and Continuous Improvement
- Follow applicable corporate controls, information security requirements, quality standards, and established compliance processes, including relevant SOX and ISO requirements.
- Maintain accurate and current documentation for support processes, workflows, troubleshooting procedures, and knowledge articles.
- Identify recurring technical issues and recommend improvements to processes, documentation, and service workflows.
- Improve service performance by contributing to reduced mean time to resolution, strong SLA performance, and higher first-time resolution rates.
- Protect confidential and sensitive information by following Genesys security, privacy, access management, and data-handling requirements.
AI and Modern Support Enablement
- Use approved AI-assisted diagnostic capabilities, automation, scripts, and virtual-agent technologies to improve troubleshooting and resolution efficiency.
- Evaluate AI-generated recommendations using professional judgement and established security and support procedures.
- Provide feedback that improves knowledge content, automation, and virtual-agent experiences.
- Support modern and zero-touch device provisioning workflows, including Windows Autopilot and Microsoft Intune, in partnership with engineering teams.
- Review endpoint analytics and service data to identify trends, recurring issues, and opportunities for proactive support.
- Contribute ideas for responsible automation and AI adoption that improve both employee experience and IT operational efficiency.
Cross-Functional Collaboration
- Partner with Global IT, Information Security, HR, Facilities, and other teams to deliver a consistent employee technology experience.
- Collaborate with colleagues across regions and time zones to resolve incidents and support global initiatives.
- Support regional technology deployments, business events, office activities, and other initiatives requiring IT expertise.
- Build trusted relationships with employees and stakeholders by communicating clearly, demonstrating empathy, and taking ownership of service outcomes.
Required Qualifications
- Bring approximately 4 or more years of relevant IT support experience, or an equivalent combination of education, training, and practical experience.
- Demonstrate hands-on experience troubleshooting and supporting computer hardware, software, operating systems, peripherals, and network connectivity.
- Demonstrate strong proficiency supporting Windows environments and end-user computing technologies.
- Apply working knowledge of Microsoft Entra ID, Active Directory, Microsoft Intune, Windows Autopilot, and Microsoft 365.
- Demonstrate practical knowledge of TCP/IP connectivity, VPN technologies, endpoint troubleshooting, and access-related support.
- Communicate effectively in English, both verbally and in writing, with employees and stakeholders at different levels of an organization.
- Deliver strong customer service while managing technical issues with professionalism, empathy, discretion, and urgency.
- Work independently within established processes while recognizing when escalation or collaboration is required.
- Collaborate effectively with technical and business colleagues across geographically distributed teams.
- Demonstrate experience supporting or mentoring less-experienced IT team members.
- Manage competing prioriti