Sr. End User Support Specialist

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

Sr. End User Support Specialist
Mexico (remote)

Role Overview:

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. You will influence how employees interact with IT through automation, self-service, and intelligent support channels that improve speed, quality, and satisfaction. Partnering across teams, you will drive consistency, operational excellence, and continuous improvement at scale. At Genesys, you contribute to redefining how technology enables employees to do their best work through innovation, empathy, and smart use of AI.

Key Responsibilities:

• Lead daily service desk operations, ensuring consistent, high-quality support delivery.
• Manage shift coverage and resource planning to maintain business continuity across regions.
• Monitor ticket queues, workload distribution, and SLA performance to optimize efficiency.
• Own escalation management for complex or high-impact issues
• Lead major incident response, coordinating cross-functional teams to restore service quickly.
• Drive continuous improvement initiatives based on operational insights and trends.
• Deliver multi-channel technical support across phone, chat, email, and self-service platforms.
• Diagnose and resolve hardware, software, access, and connectivity issues across environments.
• Leverage AI tools and automation to improve resolution speed and support experience.
• Manage incidents and service requests using ITSM tools such as ServiceNow.
• Support user lifecycle processes including provisioning and access management.
• Maintain and improve knowledge base content to enhance self-service effectiveness.
• Analyze support trends to identify automation and process improvement opportunities.

Required Qualifications:

• Clear communication skills in English, both written and verbal
• 4 to 7 years of experience in IT support, service desk, or helpdesk environments, including leadership responsibilities.
• Strong experience with Windows and/or macOS systems
• Experience supporting mobile platforms such as iOS and/or Android.
• Proficiency with collaboration tools including Microsoft Teams and Zoom
• Experience with ITSM platforms: ServiceNow
• Hands-on experience with Active Directory and Azure Active Directory
• Knowledge of endpoint management tools such as: Intune, Autopilot, or JAMF
• Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN
• Experience supporting users through digital channels such as chat and self-service portals.
• Exposure to AI-assisted support tools, automation, or virtual agents
• Strong analytical and problem-solving capabilities
• Proven ability to guide operations in a 24/7 global support environment.
• Ability to work rotational shifts, including nights, weekends, and holidays.

Preferred Qualifications:

• ITIL Foundation certification
• Experience in team leadership or queue management roles
• Exposure to AI or automation in IT operations
• Experience improving self-service or digital support adoption.
• Familiarity with cloud platforms such as AWS, Azure, or GCP
• Basic scripting knowledge in PowerShell or Bash
• Familiarity with AI-assisted troubleshooting or prompt-based tools

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

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

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Genesys is an equal opportunity employer committed to fairness 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.