IT Services Specialist EMEA

Stack

Responsibilities

• ▹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 VIP and executive support
• ▹Coordinate with L3/L4 global teams for advanced troubleshooting and ensure timely incident resolution
• ▹Support employee onboarding and offboarding, contribute to device lifecycle operations
• ▹Assist in the training and oversight of junior Desktop Specialists
• ▹Help drive adoption of AI-assisted diagnostics, automation, and modern endpoint management tools
• ▹Ensure strict adherence to regional compliance requirements (Sarbanes-Oxley, ISO9001:2008, ISO27001)

Requirements

• ▹Strong technical proficiency
• ▹Exceptional communication skills
• ▹Maturity to operate independently
• ▹Disciplined approach to process execution and compliance adherence
• ▹Strong relationship- and trust-building skills across the business

Soft skills

About the company

Genesys builds an AI-powered experience orchestration platform that connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Its solutions are used by more than 8,000 organizations in over 100 countries.