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.

Role Summary: 

Genesys is seeking a highly motivated IT Services Specialist to join the Global Service Desk (GSD) team in Chennai. This role is responsible for delivering 24/7 technical support to employees worldwide, leveraging a hybrid model that combines human expertise with AI-driven support capabilities.

As the first point of contact for IT-related issues, you will deliver timely and effective resolutions while working alongside AI-powered tools, customer self-service solutions, live chat, and digital support platforms. You will play a key role in driving a modern, AI-first support experience, enhancing resolution time, quality, and overall end-user satisfaction. 

Key Responsibilities: 

• Provide 24/7 support coverage (shift-based) for global end users via phone, live chat, self-service portals, and digital support platforms, email, and ticketing systems. 

• Diagnose and resolve hardware, software, network, and access-related issues. 

• Support and promote customer self-service solutions, enabling users to resolve common issues independently. 

• Leverage AI-powered virtual agents and automation tools to handle user queries and improve resolution efficiency. 

• Monitor and validate AI-generated responses and recommendations, ensuring accuracy and user satisfaction. 

• Identify opportunities to automate repetitive tasks and enhance digital support experiences. 

• Manage and track incidents and service requests using ITSM tools (ServiceNow). 

• Ensure timely resolution and adherence to SLAs and KPIs. 

• Escalate complex issues to appropriate Tier 2/3 teams when required Support user account management, including provisioning, deprovisioning, and access controls. 

• Troubleshoot Windows, macOS, mobile devices (iOS & Android), and enterprise applications. 

• Provide support for collaboration and conferencing tools (Microsoft Teams, Zoom, Zoom Rooms, and similar technologies). 

• Assist with VPN, remote access, and connectivity issues. 

• Maintain accurate documentation, including enriching knowledge base articles used by self-service and AI systems. 

• Participate in major incident response and outage communications. 

• Provide feedback to improve AI models, knowledge bases, and digital support workflows.

Required Qualifications: 

• Technical diploma or bachelor's degree in IT, Computer Science, or a related field. 

• 2–4 years of experience in IT support / Service Desk / Helpdesk roles. 

• Strong knowledge of Windows and macOS environments. 

• Hands-on experience supporting mobile devices (iOS and Android). 

• Experience with Microsoft Teams, Zoom, Zoom Rooms, and other collaboration/video conferencing tools. 

• Experience with ITSM tools (ServiceNow preferred). 

• Hands-on experience with Azure Active Directory (Azure AD) and Active Directory. 

• Experience with endpoint and device management tools (Intune, Windows Autopilot, JAMF Pro). 

• Experience with Microsoft Office 365 / Microsoft 365 suite. 

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and VPN clients/connectivity. 

• Experience supporting users via live chat, self-service portals, or digital support channels. 

• Experience working alongside automation tools or AI-assisted support systems (chatbots, virtual agents, etc.) 

• Strong analytical and problem-solving skills, including validating AI outputs. 

• Outstanding communication skills (written and verbal in English), with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders. 

• Strong customer service orientation with a user-first mindset. 

• Ability to work in rotational shifts, including nights, weekends, and holidays. 

Preferred Qualifications: 

• ITIL Foundation certification. 

• Exposure to AI/ML concepts in IT operations (AIOps, virtual agents, automation platforms). 

• Experience improving self-service adoption, chatbots, or digital support experiences. 

• Exposure to cloud environments (AWS, Azure, or GCP). 

• Basic scripting knowledge (PowerShell or Bash). 

• Familiarity with prompt engineering or AI-assisted troubleshooting tools.

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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:

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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.