Sr. End User Support Specialist

Genesys

Mexico
Fully remote
4 to 7 years it support experience
Windows and macos system expertise
Servicenow itsm platform proficiency
Genesys is seeking a Sr. End User Support Specialist to provide reliable IT support in a fully remote role. The position requires technical expertise and leadership in a 24/7 service desk environment, focusing on enhancing employee interactions with IT through innovative solutions

Job Summary

  • This role leads daily service desk operations while managing shift coverage and resource planning for a global 24/7 environment.
  • The specialist will leverage AI tools and automation to improve resolution speed, optimize ticket queues, and enhance the overall support experience.
  • Genesys offers employees the independence to make a larger impact on the company while providing benefits comparable to larger tech organizations.

Matching Summary

Match Score: 85

Genesys is seeking a Sr. End User Support Specialist to provide reliable IT support in a fully remote role. The position requires technical expertise and leadership in a 24/7 service desk environment, focusing on enhancing employee interactions with IT through innovative solutions.

Skills & Requirements

Must-have

  • 4 to 7 years IT support experience
  • Windows and macOS system expertise
  • ServiceNow ITSM platform proficiency
  • Active Directory and Azure AD knowledge
  • Microsoft Teams and Zoom collaboration tools
  • Endpoint management with Intune or JAMF
  • Rotational shift availability including nights

Nice-to-have

  • ITIL Foundation certification
  • AI-assisted support tool exposure
  • PowerShell or Bash scripting skills
  • Cloud platform familiarity AWS Azure GCP
  • Team leadership or queue management experience
  • Digital self-service adoption improvement

Key Requirements

  • 4 to 7 years of IT support experience
  • Clear English communication skills written and verbal
  • Ability to work rotational shifts nights weekends holidays

Work Rights

Not specified

Tailored Resume

Cover Letter