Onsite Desktop support

WE’RE HIRING: ONSITE IT SUPPORT / FIELD SUPPORT ENGINEER

Excis is looking for experienced IT professionals to join our global onsite support network.

We are seeking Onsite IT Support / Field Support Engineers who can provide hands-on technical assistance to end users across designated client locations.

This role is ideal for IT professionals with experience in deskside support, field services, EUC, IMAC, hardware break/fix, hands-and-eyes support, and onsite troubleshooting.

KEY RESPONSIBILITIES

• Provide onsite Hands & Eyes IT support at client locations.
• Provide deskside technical support for laptops, desktops, tablets, mobile devices, and related software.
• Perform hardware break/fix, troubleshooting, diagnosis, testing, and replacement .
• Perform approved IMACD – Install, Move, Add, Change and Delete activities.
• Deploy, configure, replace, and reclaim end-user devices.
• Support new-hire equipment provisioning and provide basic user orientation.
• Maintain and update asset inventory and CMDB records .
• Provide onsite support for network equipment, server rooms, communication rooms, and connectivity infrastructure .
• Perform hands-and-eyes activities such as equipment installation, rack & stack, console connections, device restarts, and physical checks.
• Support conference rooms, meeting room equipment, AV devices, cameras, microphones, and event technology .
• Provide support for printers, scanners, and multifunction devices .
• Support VIP users and special events, including meetings, town halls, and executive support.
• Coordinate with Service Desk, remote resolver teams, OEMs, vendors, and other technical teams .
• Maintain accurate updates in the ITSM ticketing system .
• Support incident, service request, problem, and change activities.
• Maintain and follow SOPs, Runbooks, Knowledge Base articles, and operational procedures .
• Manage and maintain onsite spare equipment and inventory .
• Provide Dispatch, Scheduled, Dedicated, or Depot support depending on site requirements.
• Respond to high-severity and urgent incidents within the required service levels.
• Participate in after-hours, weekend, holiday, or on-call support when required.

REQUIRED SKILLS & EXPERIENCE

• Previous experience in IT Field Support, Desktop Support, Deskside Support, EUC Support, or Onsite IT Support .
• Strong troubleshooting skills for Windows laptops/desktops and peripheral devices .
• Experience with hardware installation, configuration, break/fix, and replacement .
• Experience performing IMACD activities .
• Familiarity with ITSM ticketing systems and SLA-based support .
• Basic knowledge of networking and connectivity troubleshooting .
• Experience with printers, meeting room/AV equipment, or server-room support is an advantage.
• Ability to follow technical SOPs, Runbooks, and remote technical guidance .
• Strong customer service and communication skills.
• Professional level of English and local language communication .
• Ability to work independently at client sites while coordinating with remote technical teams.
• Willingness to travel to remote or multiple client locations , depending on assignment.
• Willingness to provide after-hours, weekend, holiday, or on-call support when required.

SERVICE MODELS

Depending on the assignment, engineers may be deployed under:

Dedicated Support

• Full-time onsite IT support at a designated client location.
• Includes deskside support, IMAC, asset management, break/fix, and hands-and-eyes activities.

Scheduled Support

• Planned onsite visits based on an agreed schedule.
• Supports IMAC, preventive maintenance, troubleshooting, and other onsite activities.

Dispatch Support

• On-demand onsite support for remote or low-volume locations.
• Incident-driven visits for hardware troubleshooting, repair, replacement, and user support.

Depot Support

• Device receiving, testing, repair coordination, storage, and shipment of IT equipment.

WHAT YOU’LL SUPPORT

• Laptops & Desktops
• Tablets & Mobile Devices
• Printers & MFDs
• Network & Connectivity Equipment
• Server Room Infrastructure
• Conference Room Equipment
• Audio/Video Equipment
• EUC Hardware & Software
• IT Assets & Spare Inventory
• Local Applications
• VIP & Executive Support
• IT/OT Hands & Eyes Activities

SERVICE EXPECTATIONS

Engineers must be able to work within defined SLA and service-level requirements , including response and resolution targets for incidents, IMAC requests, and dispatch activities.

High-severity incidents may require same-day, after-hours, weekend, or holiday support depending on the client requirement.

WHY JOIN EXCIS?

Excis is a global IT services company supporting enterprise clients across multiple countries and locations.

Join a global team of IT professionals delivering onsite, remote, field, and managed IT services to organizations around the world.

Apply now and become part of the Excis global IT support network.