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
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
Experience with Microsoft 365 and Teams, ServiceNow
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
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.
A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
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.
What Happens After You Apply
After you apply, here's what you can typically expect:
Our Talent Acquisition team reviews your application with the hiring team.
A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.