End User Support Specialist

End User Support Specialist Mexico (Remote)

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 Overview:

Deliver reliable, always-on IT support that enables employees worldwide to stay productive, connected, and secure. This role sits at the center of a modern, AI-enabled support ecosystem, combining human expertise with automation to resolve issues quickly and improve the overall employee experience. At Genesys, we are advancing customer and employee experience through AI-driven innovation and empathy, and this position directly contributes to that mission by shaping how support is delivered at scale. You will own the end-to-end resolution of technical issues, influence support efficiency through automation, and help evolve a digital-first service model. Exposure to global operations, enterprise systems, and emerging AI capabilities provides strong opportunities for technical and career growth within a highly collaborative environment.

Key Responsibilities:

• Deliver 24/7 global technical support through phone, live chat, self-service portals, and digital platforms, ensuring seamless user experience
• Diagnose and resolve hardware, software, network, and access issues to minimize downtime and maintain productivity
• Drive adoption of self-service tools and digital support channels to improve efficiency and reduce ticket volume
• Leverage AI-powered virtual agents and automation tools to accelerate issue resolution and enhance service quality
• Validate and refine AI-generated responses to ensure accuracy, relevance, and user satisfaction
• Identify and implement automation opportunities that streamline repetitive support tasks and improve scalability
• Manage incidents and service requests using ITSM tools such as ServiceNow, ensuring SLA and KPI adherence
• Escalate complex technical issues to Tier 2 or Tier 3 teams while maintaining ownership and communication
• Administer user accounts, including provisioning, deprovisioning, and access management across systems
• Troubleshoot endpoint devices including Windows, macOS, iOS, and Android platforms
• Support collaboration technologies such as Microsoft Teams, Zoom, and conferencing systems
• Resolve VPN, remote access, and connectivity issues to support distributed workforce operations
• Maintain and enhance knowledge base content to improve self-service and AI-assisted support capabilities
• Participate in major incident response and contribute to timely communication during outages
• Provide insights and feedback to improve AI models, automation workflows, and support processes

Required Qualifications:

• Technical diploma in IT, Computer Science, or a related field
• 2 to 4 years of experience in IT support, service desk, or helpdesk environments
• Strong expertise in Windows and macOS operating systems
• Experience supporting mobile devices including iOS and Android
• Proficiency with collaboration tools such as Microsoft Teams and Zoom
• Experience using ITSM platforms, preferably ServiceNow
• Hands-on experience with Azure Active Directory and Active Directory
• Experience with endpoint management tools such as Intune, Windows Autopilot, or JAMF Pro
• Proficiency in Microsoft 365 applications and services
• Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity
• Experience supporting users through digital channels such as chat and self-service portals
• Exposure to AI-assisted support tools such as chatbots or virtual agents
• Strong analytical and problem-solving skills, including the ability to assess automated outputs
• Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly
• Strong customer-focused mindset with a commitment to service quality
• Ability to work rotational shifts including nights, weekends, and holidays

Preferred Qualifications:

• ITIL Foundation certification
• Exposure to AI or machine learning applications in IT operations such as AIOps
• Experience improving chatbot performance, self-service adoption, or digital support strategies
• Familiarity with cloud platforms such as AWS, Azure, or GCP
• Basic scripting skills using PowerShell or Bash
• Exposure to prompt engineering or AI-assisted troubleshooting tools

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

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.