We're Hiring: Field Services Agent AMS
Excis is a global IT support leader driven by innovation and collaboration. We are looking for a proactive and relationship-driven Field Services Agent to join our team. In this role, you will be responsible for sourcing, vetting, onboarding, and coordinating skilled field technicians while ensuring efficient dispatch operations and high-quality onsite service delivery for our global clients.
Our Global Reach
- Supporting clients in 190+ countries
- Network of 6,000+ Engineers
- Trusted by 200+ Enterprise Clients
Key Responsibilities
- Source, recruit, vet, and onboard qualified field technicians specializing in End User Support, Desktop Support, Network Infrastructure, and related IT services.
- Build and maintain a strong network of pre-qualified field technicians across multiple geographic regions.
- Coordinate technician assignments for Same Business Day (SBD), scheduled, and emergency onsite service requests.
- Create, monitor, and manage work orders through the ITSM platform, ensuring timely updates and accurate documentation.
- Schedule and confirm technician assignments while minimizing delays and maximizing service coverage.
- Serve as the primary point of contact for field technicians, providing assignment details, performance feedback, and ongoing support.
- Collaborate with Service Delivery Coordinators and Managers to meet resource requirements and resolve escalations.
- Track service events from dispatch through completion while ensuring SLA compliance.
- Monitor technician performance, identify operational improvements, and support onboarding and training initiatives.
Qualifications
- Minimum 2 years of experience in Field Services Coordination, Technician Dispatching, Talent Sourcing, or a similar role within an IT MSP, outsourcing, or technical services environment.
- Experience building and managing a network of contract or freelance field technicians.
- Strong knowledge of ITSM platforms such as ServiceNow, ManageEngine, or similar ticketing systems.
- Understanding of work order management and field service operations.
- Familiarity with End User Computing, Networking, Desktop Support, and Onsite IT Troubleshooting.
- Excellent relationship-building, communication, negotiation, and organizational skills.
- Strong multitasking abilities with a proactive, detail-oriented, and problem-solving mindset.
- Ability to perform effectively in a fast-paced environment while managing multiple priorities.
Language Requirement
Why Join Us
At Excis, you'll play a critical role in ensuring our global field service operations run efficiently by connecting skilled technicians with customer service requirements. You'll work alongside international teams using enterprise platforms like ServiceNow and other leading ITSM tools while supporting clients across 190+ countries. We offer continuous learning, career growth, and the opportunity to make a direct impact on service delivery and customer satisfaction in a fast-paced global environment.
Ready to build and coordinate a world-class field technician network Apply now and help deliver exceptional onsite IT support with Excis!
