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.
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.
Excis is a trusted global IT services company, delivering agile, multilingual support across 150+ countries. From end-user computing to data centre and network solutions, we provide 24/7 coverage with 4-hour onsite response, anywhere in the world.
With ITIL-aligned service desks and a strong focus on reliability, Excis partners with enterprise and mid-sized businesses to keep operations running smoothly — no matter the challenge, no matter the location.
