Sr. End User Support Specialist

Genesys

Mexico
Fully remote
Ai-enabled service desk
24/7 global support environment
Itsm tools like servicenow
Deliver reliable, always-on support that keeps a global workforce productive, while shaping a modern, AI-enabled service desk experience

Job Summary

  • Deliver reliable, always-on support that keeps a global workforce productive, while shaping a modern, AI-enabled service desk experience.
  • This role owns critical service desk operations, balancing hands-on technical support with leadership responsibility across a 24/7 environment.
  • Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees.

Matching Summary

Deliver reliable, always-on support that keeps a global workforce productive, while shaping a modern, AI-enabled service desk experience.

Skills & Requirements

Must-have

  • AI-enabled service desk
  • 24/7 global support environment
  • ITSM tools like ServiceNow
  • Windows and macOS support
  • Mobile platform support (iOS/Android)
  • Collaboration tools (Teams, Zoom)
  • Endpoint management tools (Intune, JAMF)

Nice-to-have

  • Empathy and collaboration
  • Innovation and AI use
  • Continuous improvement mindset
  • Digital support adoption

Key Requirements

  • 4 to 7 years IT support experience
  • Leadership responsibilities
  • Active Directory and Azure AD
  • Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
  • ITIL Foundation certification
  • Rotational shifts (nights, weekends, holidays)

Work Rights

Not specified

Tailored Resume

Cover Letter