- Client in 190+ countries
- 6000+ Engineers
- 200+ Enterprise Clients
Key Responsibilities:
Identify device issues by reading error codes displayed on the equipment.
Replace or swap faulty hardware components when required.
Diagnose and troubleshoot faults using diagnostic tools and software.
Perform upgrades of hardware components when necessary.
Provide assistance to support teams from other service providers.
Work in staggered shifts when required.
Travel to different sites as part of job responsibilities.
Perform additional duties as assigned.
Manage inventory and oversee the movement of company stock.
Maintain accurate records of all goods entering or leaving the stockroom, including new and returned items.
Manage and supervise inventory ordering, storage, and stock levels.
Update inventory records and documentation regularly.
Apply common inventory management techniques.
Prepare and maintain daily, weekly, and monthly reports on IT stock.
Generate trend analysis reports on common failures affecting end-user devices.
Requirements
Experience: Intermediate level with typically 2–4 years of applied skills and relevant experience.
Industry-standard certifications, such as CompTIA A+, or equivalent work experience of at least 3 years.
Completion of required training and certifications, or at least 3 years of equivalent experience, to perform warranty hardware repairs for HP, Dell, and Lenovo devices, including parts ordering, repair/replacement, and defective part returns.
Strong working knowledge of Windows operating systems, including troubleshooting issues and performing full system rebuilds based on client-specific documentation.
Familiarity with OSX, iOS, and Android operating systems to provide best-effort support to end users using these devices.
Practical knowledge of Microsoft Office applications, antivirus solutions, and desktop services to troubleshoot and resolve software-related issues.
Ability to use provided knowledge base articles to resolve issues related to client-specific applications.
Strong customer-facing soft skills, including effective verbal and written communication.
Ability to apply intermediate subject-matter knowledge to resolve a range of common IT issues.
Capable of exercising independent judgment within established practices and procedures to determine appropriate solutions.
Contribute as an informed team member by providing analysis and limited input on projects.
Assess unique situations and recommend appropriate technical and procedural solutions.
Demonstrate strong customer service orientation.
Fluent English communication skills, both spoken and written.
Ability to communicate in the local language at a conversational level.
High attention to detail and the ability to work independently as well as collaboratively on multiple projects.
Ability to manage multiple tasks and adjust priorities while meeting deadlines.
Benefits
Skills Required
- 2-4 years of applied desktop support experience
- CompTIA A+ certification or equivalent experience
- Experience performing warranty hardware repairs for HP, Dell, and Lenovo including parts ordering and defective part returns
- Strong working knowledge of Windows operating systems, including full system rebuilds
- Familiarity with OSX, iOS, and Android for best-effort end-user support
- Practical knowledge of Microsoft Office applications, antivirus solutions, and desktop services
- Ability to use knowledge base articles to resolve client-specific application issues
- Fluent English communication skills, spoken and written
- Ability to communicate in the local language at a conversational level
- Customer-facing soft skills and strong customer service orientation
- Ability to work staggered shifts and travel to different client sites
- Inventory management and reporting skills (daily/weekly/monthly) and trend analysis on device failures
What We Do
Excis is a global IT services company providing 24/7 multilingual support and onsite assistance in over 190 countries, specializing in end-user computing, networking, and IT security services.
