IT Services Support Specialist

Location: Madrid, Spain

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.

Summary:

Genesys IT is currently seeking an IT Services Senior Specialist to join our EMEA team. This is a rare opportunity for an individual who can build strong relationships, earn trust across the business, and represent IT with professionalism while managing ServiceDesk incidents and requests at an advanced level.

The IT Services Specialist (L2/L3) serves as a key technical resource within the region, providing hands-on support and delivering high-quality customer service to employees across EMEA—including executive leadership. The role is responsible for resolving escalated issues from the Global Helpdesk and junior Desktop team members, managing Tier 2/3 troubleshooting across hardware, software, operating systems, network connectivity, collaboration tools, and all deployed end-user technologies.

In addition to advanced incident resolution, this position supports employee onboarding and offboarding, contributes to device lifecycle operations, and assists in the training and oversight of junior Desktop Specialists under the direction of the team manager. Issues requiring deeper technical expertise will be escalated to L4 subject-matter teams, with the maintaining of ownership for follow-up and ensuring service levels are achieved.

As IT Services evolves with AI-assisted diagnostics, automation, and modern endpoint management, the IT Services Specialist will help drive adoption of these tools to enhance service quality and operational efficiency. The role demands a disciplined approach to process execution and strict adherence to regional compliance requirements, including Sarbanes-Oxley, ISO9001:2008, and ISO27001 frameworks.

This is a hands-on, customer-facing role requiring strong technical proficiency, exceptional communication skills, and the maturity to operate independently. The successful candidate will demonstrate a commitment to continuous improvement while delivering a reliable, frictionless technology experience for users across the region.

Key Responsibilities:

Advanced Support (L2)

· Serve as the escalation point for complex incidents that cannot be resolved by the Global Helpdesk.

· Troubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues.

· Provide hands-on and remote support to users across EMEA, including delivering VIP and executive support with discretion and urgency.

· Coordinate with L3/L4 global teams for advanced troubleshooting and ensure timely incident resolution.

· Perform installations, maintenance, and repair work on client computing hardware and software.

Operational Service Delivery

· Support end-user device lifecycle: deployment, operations/support, updates, and retirement.

· Manage onboarding/offboarding tasks including device preparation, account setup, and new hire orientation support.

· Maintain accurate asset and software inventory within ServiceNow.

· Support mobile devices (iOS, Android) including management via Intune Endpoint Management.

· Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware.

· Support and maintain audio/visual equipment and meeting room technologies (Zoom, Teams).

· Perform routine administrative tasks in ServiceNow, Active Directory, Azure AD, and SharePoint.

· Provide on-site support as needed, including assisting with IT equipment moves and office relocations.

· Participate in after-hours or on-call rotations based on business needs.

· Manage hardware order processing, invoice coding, and charge-back procedures in the financial system.

Team Support & Leadership

· Provide guidance and support to junior Desktop team members on ticket prioritization and handling.

· Assist with onboarding and training of new team members, supporting skill development and process adherence.

· Act as deputy when the team manager is unavailable.

Compliance, Quality & Continuous Improvement

· Adhere to SOX, ISO9001:2008, ISO27001, and corporate compliance requirements.

· Maintain up-to-date documentation for support processes, workflows, and operational procedures.

· Identify recurring issues and contribute to improvements in processes, knowledge articles, and service workflows.

· Drive improvements in MTTR, SLA compliance, and first-time resolution through disciplined troubleshooting.

AI & Modern Support Enablement

· Use AI-powered diagnostic tools, automated scripts, and virtual agents to accelerate issue resolution.

· Provide feedback to enhance automated knowledge content and chatbot-driven deflection.

· Support zero-touch and modern provisioning workflows (Autopilot, Intune) under guidance from engineering teams.

· Review and interpret endpoint analytics dashboards to help identify emerging support trends.

Cross-Functional Collaboration

· Work closely with Global IT, Security, HR, and Facilities to ensure smooth service delivery across the region.

· Support regional IT initiatives, infrastructure deployments, and business events requiring IT presence.

Minimum Requirements:

· 3-4 years experience of troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity and operating systems.

· Strong customer service focus and interpersonal skills is a must.

· Experience with onboarding and training users

· Excellent communication skills, both written and verbal in English, with the ability to create rapport with clients, delivering a high level of customer service. The ability to communicate effectively face to face and in writing with people at various levels in an organization is crucial.

· Ability to work under own initiative with limited guidance being required in own area of knowledge.

· Demonstrate aptitude for continuous learning and innovative thinking.

· Able to work with peers on a global scale.

· Able to work and communicate effectively with more senior IT and business staff

· Proficiency with Windows OS is required.

· Experience of supporting mobile devices is preferred (i.e. tablets, smart phones, soft phones etc.).

· A+ or Microsoft certification preferred.

· Experience with Mac and Linux OS is preferable.

· ITIL foundation certification is desirable.

· Azure AD, Active Directory, Intune, Autopilot, Microsoft Office 365, Basic understanding of TCP/IP connectivity, VPN clients and connectors, Mac OS 10.x and above, Windows 10 and above.

· Audio and Visual – Zoom

· Experience with hardware ordering and invoicing

Desirable

JamF, Business telephony (Cloud and VOIP), IT Security & Access Management principles, Office365/Teams, Service Now.

Personal Attributes

· Customer-first mindset with strong ownership of service delivery

· Calm, composed, and reliable in high-pressure situations

· Team-oriented with mentoring capability

· Adaptable to emerging tools and technologies, including AI

· Detail-driven, process-focused, and committed to operational excellence

Additional Comments

Travel across EMEA may be required for in-field support, training, business meetings, and regional IT functions (<10%).

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.

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.

Reasonable Accommodations:

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