WE'RE 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
- 6,000+ 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 organization's 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 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 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 driver's 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, you'll be more than a technical support professional—you'll 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.
