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
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.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities.
Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—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.
