📁
IT
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2000000G Requisition #

 

Summary:

Genesys IT is looking for an IT Executive Support Engineer to join our Deskside Support team in our Daly City, CA corporate headquarters. You will be a customer service and support leader delivering exceptional support to our Cxx level leaders and their support staff.  The primary focus of this high-profile role is to ensure that the technology needs of our Executive team are being addressed proactively. When you are not doing this, you will assist our other Deskside Support Specialists in deploying, supporting, and maintaining the desktop computing

environment for both on-site and remote employees

 

Responsibilities: 

  • Provide extraordinary IT support to customers at the Cxx 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
  • Investigate and recommend hardware & software solutions and upgrades based on evolving business requirements
  • 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  

Minimum Requirements:

  • 3-4 years’ experience in IT Support in a professional environment, preferably as part of an IT executive support team
  • Cxx level support experience is crucial
  • Outstanding communication skills, both written and verbal in English, with the ability to create rapport with clients, delivering a high level of customer service 
  • The ability to communicate effectively face to face and in writing with people at various levels in an organization
  • Experience with troubleshooting, configuring and repairing computer hardware, printers, software, network connectivity and operating systems
  • Extensive technical knowledge of Mac OS 10.14, 10.15, iOS and Android
  • Proficiency with Windows OS
  • Expert in audio/video troubleshooting and support
  • Experience with Zoom and Zoom rooms
  • Able to work with peers on a global scale
  • Ability to participate in an on-call rotation that includes after hours and weekend support
  • Demonstrated aptitude for continuous learning and innovative thinking.
  • Must be able to lift up to 25 lbs. 

 

About Us:

 

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that

great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to

orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first,

Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com

TwitterFacebookYouTubeLinkedIn, and the Genesys blog.

 

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-TL1

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