Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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.

Join our dynamic IT Services team as a Senior IT Executive Services Specialist at our Menlo Park headquarters! We are seeking a confident, experienced professional ready to take ownership of solving technical challenges in a fast-paced work environment.

In this high-profile role, you'll deliver white-glove support to C-level executives and their support staff, ensuring their technology needs are met proactively and with exceptional service.

JOB DUTIES & RESPONSIBILITIES

• Provide extraordinary IT support to customers at the C-level and ensure an overall high level of customer satisfaction.
• Provide high level customer support with a focus on ownership and follow-through with every interaction.
• Document and define executive support best practices.
• Tier 2 technical escalation point for the Global IT ServiceDesk team for issues that cannot be resolved via phone or remote access.
• 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.
• Strong Video Conference and presentation support skills, preferably with Zoom and Zoom rooms.
• Manage work requests via ServiceNow ticketing system and create documentation for support processes and workflow.
• Manages the process of onboarding / off-boarding of employees on corporate systems and the timely delivery of IT support services.
• Investigate and recommend hardware & software solutions and upgrades based on evolving business requirements.
• Operate as a key interface between the business and the IT team/ 3rd parties to ensure the required hardware/software is in place to support the business growth.
• Perform support and troubleshooting for users with mobile devices such as Apple iPhone and iPad, Android users etc.
• Manage and maintain hardware and software inventory.

JOB REQUIREMENTS & QUALIFICATIONS

• Ability to work on-site in our Genesys Menlo Park, CA office
• 5-6 years’ experience in IT Support in a professional environment, preferably as part of an IT executive support team.
• C-level support experience is crucial.
• Flexibility to work outside office hours & Weekend as and when required.
• Excellent communication skills, both written and verbal, with the ability to effectively articulate technical information to both technical and non-technical stakeholders.
• Experience with Zoom, Zoom rooms, and other video conferencing technologies.
• Experience with Azure AD, Active Directory, Intune, Windows Autopilot, Jamf Pro, ServiceNow, Microsoft Office 365 security features (MFA)
• Basic understanding of TCP/IP connectivity, VPN clients and connectors.
• Able to work effectively and independently under deadlines.
• Extensive technical knowledge of Mac OS, iOS and Android.
• Proficiency with Windows OS.
• Up to date with the newest trends, tools and strategies as it relates to managing a lobal services desk.
• Must be able to lift up to 25 lbs.

#LI-AR1

Compensation:

This 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.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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.