Field Onsite IT Support Specialist
Focus: Client Relationship Support, Service Coordination & Onsite IT Excellence
Excis is a global IT support leader delivering innovative technology solutions and managed services to enterprise clients worldwide. We are looking for a customer-focused and service-oriented Field Onsite IT Support Specialist who combines strong technical expertise with exceptional client relationship management skills.
As the face of Excis at client locations, you will play a key role in delivering outstanding onsite IT support, ensuring a seamless end-user experience, and building long-term client partnerships.
About Excis- Supporting clients in 190+ countries
- 6,000+ Engineers globally
- 200+ Enterprise Clients
At Excis, we believe exceptional service is built on trust, responsiveness, and strong partnerships. Join a global team where your technical expertise and customer engagement skills directly contribute to our clients' success.
Key Responsibilities
Client Relationship Support & Management- Act as the primary onsite representative of Excis, delivering a professional and customer-focused service experience.
- Build and maintain positive relationships with client stakeholders, end users, and site contacts.
- Serve as a trusted advisor by understanding client requirements and ensuring service expectations are consistently met.
- Provide regular updates and clear communication regarding service activities, incidents, and resolutions.
- Proactively identify service improvement opportunities, client concerns, and operational risks, escalating them where appropriate.
- Support client satisfaction initiatives by maintaining high standards of service delivery and responsiveness.
- Deliver onsite technical support for desktops, laptops, printers, mobile devices, peripherals, and workplace technologies.
- Install, configure, troubleshoot, repair, and maintain hardware and software.
- Perform IMAC (Install, Move, Add, Change) activities following client standards and operational procedures.
- Support hardware lifecycle management, asset tracking, equipment deployment, and technology refresh projects.
- Resolve incidents and service requests within agreed Service Level Agreements (SLAs).
- Collaborate with remote support teams, service desks, and technical specialists to resolve complex technical issues.
- Accurately document all incidents, requests, and service activities within the ITSM platform.
- Monitor assigned tickets and ensure timely updates, communication, and resolution.
- Support IT deployments, office relocations, technology rollouts, and infrastructure upgrade projects.
- Maintain compliance with client security policies, operational procedures, and health & safety standards.
- Contribute to continuous service improvement initiatives and knowledge-sharing activities across the team.
- Minimum 2–4 years of experience in Field Services, Desktop Support, Deskside Support, End-User Computing, or IT Support environments.
- Strong customer service and client-facing experience.
- Proven ability to build positive relationships with stakeholders and end users.
- Hands-on experience supporting:
- Windows Operating Systems
- Microsoft 365
- Desktop and Laptop Hardware
- Printers
- Mobile Devices
- Basic knowledge of networking fundamentals, connectivity troubleshooting, and workplace technologies.
- Experience using ITSM or ticketing platforms such as ServiceNow or equivalent.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong organizational skills with the ability to prioritize multiple support requests effectively.
- Willingness to travel between client locations when required.
- CompTIA A+, Microsoft, or equivalent technical certifications.
- ITIL Foundation Certification.
- Experience supporting enterprise or managed services environments.
- Knowledge of IT asset management and device lifecycle processes.
- Exposure to customer success, service coordination, or account support functions.
Benefits
Why Join Excis?
At Excis, you'll be more than an IT support professional—you'll become a trusted technology partner helping enterprise clients succeed. We offer:
- Career development and growth opportunities
- Exposure to global enterprise IT environments
- Collaborative and supportive international teams
- Opportunities to work with leading technologies
- A culture focused on service excellence and continuous learning
If you're passionate about delivering exceptional customer service while solving technical challenges, we'd love to hear from you.
Apply today and become part of Excis' global Onsite IT Support team!