Field Service Engineer - Enduser L1

WE ARE HIRING A FIELD SERVICE ENGINEER – END USER SUPPORT (LEVEL 1)!

Excis is a global IT services organization committed to innovation, collaboration, and delivering exceptional IT support to clients worldwide.

Our Global Reach

• Operations across 190+ countries

• A network of 6,000+ engineers and professionals

• Partnerships with 200+ enterprise clients

We foster a people-first culture that values teamwork, continuous learning, and professional development. Join Excis and become part of our growing global IT support team!

Key Responsibilities

• Provide Level 1 and Level 2 contact and troubleshooting support for end-user IT issues.

• Install, upgrade, maintain, and troubleshoot Windows operating systems, Microsoft Office, Cisco Jabber, and other authorized applications.

• Provide basic technical support for Apple Mac users.

• Troubleshoot and repair desktops, laptops, printers, and other IT peripherals.

• Perform preventive maintenance and remedial repairs on IT equipment.

• Use diagnostic tools to identify and resolve network connectivity, hardware, and software issues.

• Respond to user calls, document incidents, and maintain accurate ticket updates.

• Communicate issue status and resolutions promptly to end users and relevant teams.

• Coordinate with supervisors, managers, and third-party vendors to resolve complex technical issues.

• Support and mentor fellow technicians while promoting effective teamwork across shifts.

Key Requirements

• 2–3 years of experience in Windows desktop support.

• Basic understanding of networking, servers, and IT troubleshooting.

• Familiarity with Windows operating systems, desktop applications, printers, and computer hardware.

• Basic knowledge of the Mac operating system.

• Experience with diagnostic tools, ticketing systems, and incident documentation.

• Excellent communication, customer service, and relationship-building skills.

• Ability to collaborate effectively with colleagues and work in a shift-based environment.

• English proficiency at A1 level, as specified for this role.

Position Details

• Location: Dubai, UAE

• Work Setup: On-site, with local travel required

• Employment Type: Full-time, directly employed

• Schedule: Shift-based

• Monthly Salary: AED 3,800

Benefits

• Annual return air ticket

• 22 days of annual vacation

• Medical insurance

• Employment visa

• Travel allowance

Why Join Excis?

Be part of a global IT services leader where your technical skills contribute to delivering reliable IT support. Grow your career in a collaborative environment with opportunities to learn, develop, and work with diverse teams worldwide. Interested in this opportunity? Apply now and join the Excis team in Dubai!

1. Job Description

The Band 1 – Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 2-3 years’ experience in Windows Desktop support.

Excellent communication relationship-building and internal customer service skills.

1. Position Responsibilities and Functions

Provide first/second level contact and problem resolution for customer issues.

Work with Third Party Vendors to remediate complex AV issues as needed.

Provide timely communication on issue status and resolution.

Maintain ticket updates for all reported incidents.

Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.

Should have basic knowledge of Mac operating system, to support Apple pc users.

Install, upgrade, support and troubleshoot for printers, computer hardware.

Performs general preventative maintenance tasks on computers, laptops, printers.

Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.

Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

Broad experience of IT with basic understanding of Networks, Servers

In addition, the Band 1 Technician will mentor and assist Band 1 technicians in their work and provide support to Band