Sr. IT Executive Services 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.

Senior IT Executive Services Specialist

Location – Menlo Park, CA (Hybrid)

Join our dynamic IT Services team as a Senior IT Executive Services Specialist at our Menlo Park headquarters! We are seeking a confident, experienced professional ready to take ownership of solving technical challenges in a fast-paced work environment.

In this high-profile role, you'll deliver white-glove support to C-level executives and their support staff, ensuring their technology needs are met proactively and with exceptional service.

JOB DUTIES & RESPONSIBILITIES

• Provide extraordinary IT support to customers at the C-level and ensure an overall high level of customer satisfaction.
• Provide high level customer support with a focus on ownership and follow-through with every interaction.
• Document and define executive support best practices.
• Tier 2 technical escalation point for the Global IT ServiceDesk team for issues that cannot be resolved via phone or remote access.
• Perform installations, maintenance and repair work on production client computing hardware or software that supports the business.
• Enforce corporate security standards and industry best practices for the desktop computing environment.
• Strong Video Conference and presentation support skills, preferably with Zoom and Zoom rooms.
• Manage work requests via ServiceNow ticketing system and create documentation for support processes and workflow.
• Manages the process of onboarding / off boarding of employees on corporate systems and the timely delivery of IT support services.
• Investigate and recommend hardware & software solutions and upgrades based on evolving business requirements.
• Operate as a key interface between the business and the IT team/ 3rd parties to ensure the required hardware/software is in place to support the business growth.
• Provide periodic training or New Hire Orientation as required.
• Perform support and troubleshooting for users with mobile devices such as Apple iPhone and iPad, Android users etc.
• Manage and maintain hardware and software inventory.
• Provide routine administration and housekeeping tasks.

JOB REQUIREMENTS & QUALIFICATIONS

• Ability to work on-site in our Genesys Menlo office
• Outstanding customer service skills and strong team orientation.
• 5-6 years’ experience in IT Support in a professional environment, preferably as part of an IT executive support team.
• C-level support experience is crucial.
• Strong problem-solving skills and the ability to adapt to a fast-paced, dynamic environment, highly organized, efficient and up to date with latest technologies.
• Flexibility to work outside office hours & Weekend as and when required.
• Familiarity with Microsoft 365 security features, including multi-factor authentication (MFA)
• A proactive self-starter who will actively seek out innovative opportunities to deliver value, whilst ensuring alignment to the overall IT strategy and priorities.
• Able to work closely with senior (executive level) business stakeholders, demonstrating the gravitas and presence to inspire confidence and influence actions.
• Strong customer service focus and interpersonal skills.
• Excellent communication skills, both written and verbal, with the ability to effectively articulate technical information to both technical and non-technical stakeholders.
• Proactive self-starter who actively seeks out innovative opportunities to deliver value, while ensuring alignment to the overall IT strategy and priorities.
• Strong problem-solving skills and ability to adapt to a fast-paced, dynamic environment.
• Highly organized, demonstrated aptitude for continuous learning, and up-to-date with the latest technologies.
• Extensive technical knowledge of Mac OS and Windows OS.
• Experience supporting mobile devices, iOS, and Android.
• Experience with Zoom, Zoom rooms, and other video conferencing technol