{"id":3715353,"url":"https://alion.io/job/genesys-it-services-specialist","title":"IT Services Specialist","company":{"id":660,"name":"Genesys","domain":"genesys.com","url":"https://alion.io/company/genesys","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":29,"ghost_share":0.034,"stale_share":0.379,"repost_share":0.138,"time_to_fill_p50_days":24,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"AI Agents","optional":true},{"name":"ITIL","optional":true},{"name":"Linux","optional":true}],"status":"live","first_seen_at":"2026-11-03T00:00:00Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-06T01:02:54Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Be the one building AI-powered experiences where they matter most\nAt 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.\nHelp 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.\nGenesys 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.\nAbout the Role\nAs 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.\nYou 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.\nThis 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.\nKey Responsibilities\nAdvanced Technical Support\nServe as an escalation point for complex L2/L3 incidents and requests that cannot be resolved by the Global Helpdesk or junior Desktop Specialists.\nTroubleshoot, configure, maintain, and repair end-user hardware, software, operating systems, printers, peripherals, and network connectivity.\nDeliver hands-on and remote technical support to employees across AMER, including responsive and discreet support for executives and other business-critical users.\nCoordinate with global technical and L4 subject-matter teams on advanced issues while maintaining ownership of follow-up and resolution.\nDiagnose Windows, macOS, mobile device, VPN, TCP/IP connectivity, Microsoft 365, and collaboration technology issues.\nPerform installations, upgrades, maintenance, and repair activities across supported end-user technologies.\nOperational Service Delivery\nManage end-user devices throughout their lifecycle, including provisioning, deployment, support, updates, replacement, and retirement.\nSupport employee onboarding and offboarding, including device preparation, account-related activities, equipment collection, and new-hire technology orientation.\nMaintain accurate hardware, software, and asset records within ServiceNow.\nConfigure and support iOS and Android mobile devices using Microsoft Intune and related endpoint management technologies.\nConfigure, maintain, and support Dell PCs, MacBooks, peripherals, and other approved end-user hardware.\nSupport audio, visual, and meeting-room technologies, including Zoom and Microsoft Teams.\nPerform routine administration within ServiceNow, Active Directory, Microsoft Entra ID, Microsoft 365, and SharePoint within established access and security controls.\nProvide on-site technical support for office activities, equipment moves, workplace changes, and regional IT initiatives.\nParticipate in scheduled after-hours or on-call support rotations when required by business needs.\nProcess hardware orders and support invoice coding and internal charge-back procedures in accordance with established financial processes.\nTeam Support and Leadership\nGuide junior Desktop Specialists on troubleshooting approaches, ticket prioritization, escalation, and service standards.\nSupport the onboarding, training, and ongoing development of new and junior team members.\nShare technical knowledge and promote consistent use of documented support processes and best practices.\nProvide operational coverage and act as a point of contact when the team manager is unavailable, as assigned.\nCompliance, Quality and Continuous Improvement\nFollow applicable corporate controls, information security requirements, quality standards, and established compliance processes, including relevant SOX and ISO requirements.\nMaintain accurate and current documentation for support processes, workflows, troubleshooting procedures, and knowledge articles.\nIdentify recurring technical issues and recommend improvements to processes, documentation, and service workflows.\nImprove service performance by contributing to reduced mean time to resolution, strong SLA performance, and higher first-time resolution rates.\nProtect confidential and sensitive information by following Genesys security, privacy, access management, and data-handling requirements. \nAI and Modern Support Enablement\nUse approved AI-assisted diagnostic capabilities, automation, scripts, and virtual-agent technologies to improve troubleshooting and resolution efficiency.\nEvaluate AI-generated recommendations using professional judgement and established security and support procedures.\nProvide feedback that improves knowledge content, automation, and virtual-agent experiences.\nSupport modern and zero-touch device provisioning workflows, including Windows Autopilot and Microsoft Intune, in partnership with engineering teams.\nReview endpoint analytics and service data to identify trends, recurring issues, and opportunities for proactive support.\nContribute ideas for responsible automation and AI adoption that improve both employee experience and IT operational efficiency.\nCross-Functional Collaboration\nPartner with Global IT, Information Security, HR, Facilities, and other teams to deliver a consistent employee technology experience.\nCollaborate with colleagues across regions and time zones to resolve incidents and support global initiatives.\nSupport regional technology deployments, business events, office activities, and other initiatives requiring IT expertise.\nBuild trusted relationships with employees and stakeholders by communicating clearly, demonstrating empathy, and taking ownership of service outcomes.\nRequired Qualifications\nBring approximately 4 or more years of relevant IT support experience, or an equivalent combination of education, training, and practical experience.\nDemonstrate hands-on experience troubleshooting and supporting computer hardware, software, operating systems, peripherals, and network connectivity.\nDemonstrate strong proficiency supporting Windows environments and end-user computing technologies.\nApply working knowledge of Microsoft Entra ID, Active Directory, Microsoft Intune, Windows Autopilot, and Microsoft 365.\nDemonstrate practical knowledge of TCP/IP connectivity, VPN technologies, endpoint troubleshooting, and access-related support.\nCommunicate effectively in English, both verbally and in writing, with employees and stakeholders at different levels of an organization.\nDeliver strong customer service while managing technical issues with professionalism, empathy, discretion, and urgency.\nWork independently within established processes while recognizing when escalation or collaboration is required.\nCollaborate effectively with technical and business colleagues across geographically distributed teams.\nDemonstrate experience supporting or mentoring less-experienced IT team members.\nManage competing priorities and maintain attention to detail in a service-driven environment.\nDemonstrate curiosity, continuous learning, and an ability to adapt to evolving technologies and support practices. \nPreferred Qualifications\nBring experience supporting macOS and Linux environments.\nBring experience supporting iOS and Android devices in an enterprise environment.\nApply experience with ServiceNow or a comparable IT service management platform.\nApply experience with Jamf or similar Apple device management technologies.\nDemonstrate familiarity with cloud and VoIP business telephony technologies.\nDemonstrate familiarity with IT security, identity, access management, and endpoint security principles.\nBring experience supporting Zoom, Microsoft Teams, and audio/visual meeting-room technologies.\nBring experience with hardware procurement, order processing, invoicing, or internal charge-back processes.\nHold an ITIL Foundation, CompTIA A+, Microsoft, or other relevant technical certification. \nPersonal Attributes\nDemonstrate a customer-first mindset and take ownership of service outcomes.\nRemain calm, dependable, and solutions-focused when managing urgent or complex technical issues.\nCollaborate openly and support the success and development of colleagues.\nAdapt quickly to emerging technologies, including AI-enabled support and automation.\nApply a detail-oriented and process-focused approach while continuously looking for opportunities to improve.\nBuild trust through empathy, accountability, clear communication, and reliable follow-through.\nWork Location and Travel\nThis position is based in Toronto, Ontario. The role requires the ability to provide hands-on support for workplace technology and other activities that require an on-site IT presence.\nOccasional travel within Canada and across the AMER region may be required for in-field support, training, business meetings, office activities, and regional IT initiatives. Participation in scheduled after-hours or on-call support may also be required based on business needs.\nCompensation:\nThis role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.\n$65,800.00 - 86,300.00Working at Genesys\nAI 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.\nA 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.\nGrowth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.\nTime 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.\nRecognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.\nLearn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.\nWhat Happens After You Apply\nAfter you apply, here's what you can typically expect:\nOur Talent Acquisition team reviews your application with the hiring team.\nA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. \nNext, you'll meet the hiring manager and other members of the interview team.\nWe aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.\nAfter interviews are complete, our team will follow up with the final steps.\nEvery application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.\nStay Connected\nStay connected to learn more about how we're applying AI to customer and employee experience challenges an...","description_format":"text","description_chars":14299,"description_truncated":true,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Conversational AI","AI Agents","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-11-04T00:33:19Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":24,"reasons":["conf:4","velocity","win:early","comp:brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/genesys-it-services-specialist","json_url":"https://alion.io/job/genesys-it-services-specialist.json","meta":{"generated_at":"2026-11-06T05:28:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9657,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":660},"rest":"https://alion.io/mcp/rest/get_company?id=660"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenesys-it-services-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenesys-it-services-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenesys-it-services-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genesys-it-services-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenesys-it-services-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3715353}},{"tool":"search_jobs","arguments":{"company":"genesys.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3715353},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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