WERE HIRING: Field Services Agent

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 across the world. We are seeking a customer-focused and service-oriented Field Services Agent who can combine technical support expertise with exceptional client relationship management skills.

As the face of Excis on client sites you will play a critical role in ensuring a positive customer experience delivering high-quality onsite IT services and strengthening long-term client relationships.

About Excis

• Supporting clients in 190 countries
  
• 6000 Engineers globally
  
• 200 Enterprise Clients
  

At Excis we believe that great service is built on trust responsiveness and strong partnerships. Join a global team where your technical expertise and customer engagement skills directly contribute to client success.

Requirements

Key Responsibilities

Client Relationship Support & Management

• Act as the primary onsite representative of Excis delivering a professional and customer-focused experience.
  
• Build and maintain positive working relationships with client stakeholders end users and site contacts.
  
• Serve as a trusted advisor by understanding client needs and ensuring service expectations are consistently met.
  
• Provide regular updates and clear communication regarding service activities incidents and resolutions.
  
• Proactively identify client concerns service improvement opportunities and potential risks escalating them appropriately.
  
• Support client satisfaction initiatives by ensuring a high standard of service delivery and responsiveness.
  

Field Service Operations

• Deliver onsite technical support for desktops laptops printers mobile devices peripherals and workplace technology.
  
• Perform installation configuration troubleshooting maintenance and replacement of IT equipment.
  
• Execute IMAC (Install Move Add Change) activities according to client standards and operational procedures.
  
• Support hardware lifecycle management asset tracking equipment deployment and device refresh projects.
  
• Resolve incidents and service requests within agreed service levels and quality standards.
  
• Coordinate with remote support teams service desks and technical specialists to resolve complex issues.
  

Service Delivery & Coordination

• Ensure all support activities are accurately documented within the organizations ITSM platform.
  
• Monitor and manage assigned tickets ensuring timely updates and closure.
  
• Support project deployments site rollouts office moves and technology upgrade initiatives.
  
• Maintain compliance with client security operational and health & safety requirements.
  
• Contribute to continuous service improvement initiatives and knowledge-sharing activities.
  

Requirements

• Minimum 24 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 hardware printers and mobile devices.
  
• Basic understanding of networking concepts connectivity troubleshooting and workplace technologies.
  
• Experience working with ITSM/ticketing systems such as ServiceNow or similar platforms.
  
• Strong communication interpersonal and problem-solving skills.
  
• Ability to prioritize tasks and manage multiple service requests effectively.
  
• Willingness to travel between client locations as required.
  
• Valid drivers license preferred (where applicable).
  

Preferred Qualifications

• CompTIA A Microsoft or equivalent technical certifications.
  
• ITIL Foundation Certification.
  
• Experience supporting enterprise or managed services environments.
  
• Knowledge of asset management and device lifecycle processes.
  
• Exposure to customer success service coordination or account support functions
  

Benefits

Why Join Excis

At Excis youll be more than a technical support professionalyoull be a trusted partner helping clients achieve operational success. We offer a collaborative culture opportunities for career growth exposure to global enterprise environments and the chance to make a meaningful impact through exceptional service delivery.

Ready to become the face of Excis and deliver outstanding client experiences

Apply today and join our global Field Services team.