Onsite IT Support Engineer L2

WERE HIRING: INTERMEDIATE TECHNICIAN – ON-SITE IT SUPPORT L2 – GURUGRAM, INDIA

Excis is a global IT support leader driven by innovation and collaboration. We are looking for a customer-focused and technically skilled Intermediate Technician – On-Site IT Support to join our team and provide high-quality onsite IT support to end users in Gurugram.

In this role, you will be responsible for independently resolving onsite incidents and service requests, supporting VIP users, troubleshooting workplace technology, and ensuring efficient service delivery. You will work closely with remote support teams, vendors, and other IT stakeholders to maintain a reliable and seamless IT environment.

• Clients in 190+ countries
• 6,000+ Engineers
• 200+ Enterprise Clients

We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From resolving technical challenges to supporting critical workplace technology, our engineers play an important role in delivering reliable IT services to enterprise customers around the world.

What You’ll Do:

• Onsite IT Support: Independently resolve onsite incidents and service requests while delivering professional and efficient end-user support.
• VIP User Support: Provide responsive and professional support to VIP users, handling issues with urgency and attention to detail.
• Digital Bar & Walk-in Centre Support: Deliver end-to-end support including quick fixes, troubleshooting, and device swaps.
• Boutique IT Support: Support local IT environments, workplace technologies, and business applications.
• POS & Peripheral Support: Provide hands-on support for POS systems, barcode scanners, payment peripherals, and related equipment.
• Meeting Room & AV Support: Troubleshoot and support meeting room technology, Microsoft Teams, Zoom, and other conferencing and AV equipment.
• Hardware & Software Troubleshooting: Diagnose and resolve desktop, laptop, operating system, application, and peripheral-related issues.
• Printer & MFP Support: Troubleshoot printers and multifunction devices while coordinating with remote support teams and vendors when required.
• PC Refresh Activities: Support device staging, testing, replacement, deployment, end-user communication, data migration, and decommissioning of legacy devices.
• Asset & CMDB Management: Maintain accurate CMDB and asset records during device moves, changes, refreshes, and other lifecycle activities.
• Network & Server Room Support: Provide hands-and-eyes assistance to server and network teams and support basic LAN/WAN and server room activities.
• Remote Team & Vendor Coordination: Work closely with remote IT teams, vendors, and third-party providers to ensure timely resolution of incidents.
• ITSM & Documentation: Record tickets for all onsite activities and maintain accurate documentation of incidents, service requests, and support activities.
• SLA & KPI Management: Prioritize activities effectively and ensure compliance with agreed SLAs and KPI objectives.
• User Training & Induction: Educate users on self-help options, remote support tools, workplace technology, and IT processes. Support new-user induction training.
• Local Stock Management: Maintain and track local IT stock and equipment to ensure availability for support and refresh activities.
• Escalation Management: Handle onsite escalations and coordinate with relevant technical teams to drive issues through to resolution.
• IT Projects & Automation: Support local IT projects and identify opportunities to automate recurring onsite activities and improve operational efficiency.
• Remote Resolution: Promote remote resolution wherever possible to reduce unnecessary onsite dispatches and improve service efficiency.

What You’ll Need:

• 3–5 years of experience in Desktop Support, Deskside Support, End User Computing, IT Support, or a similar onsite IT support role.
• Strong hands-on experience with troubleshooting and resolving end-user hardware and software issues.
• Experience supporting VIP users in a professional enterprise environment.
• Good working knowledge of Windows, macOS, Microsoft Office 365, and workplace applications.
• Experience working with ITSM tools and IT service management processes.
• Knowledge of Hardware Asset Management (HAM) processes and IT asset lifecycle management.
• Hands-on experience supporting laptops, desktops, printers, MFPs, POS systems, scanners, payment peripherals, and other workplace devices.
• Experience providing meeting room and AV support, including Microsoft Teams, Zoom, and related equipment.
• Basic understanding of LAN/WAN, networking, and server room equipment.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer-facing and communication skills, with the ability to interact professionally with end users and VIP stakeholders.
• Strong organizational skills with the ability to prioritize multiple activities and manage competing demands.
• Ability to work independently while collaborating effectively with remote support teams, vendors, and other IT stakeholders.
• Fluent English and the ability to communicate effectively in the local language.
• Willingness to work onsite in Gurugram.

Nice to Have:

• Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL or other IT service management certification.
• Experience working in enterprise or multinational IT environments.
• Experience with CMDB, asset management, and hardware lifecycle management.
• Experience supporting PC refresh, device staging, imaging, migration, and decommissioning activities.
• Experience identifying automation and process optimization opportunities within onsite IT support.
• Experience delivering end-user training and new-user induction.

Why Join Us?

At Excis, you will be part of a collaborative and innovative global IT support team serving enterprise customers around the world. You will gain exposure to enterprise IT environments, modern workplace technologies, global service delivery practices, and a wide range of technical challenges.

We prioritize professional growth, continuous learning, and meaningful career development while providing a supportive environment where your technical expertise and contributions are valued.

Ready to take your IT support career to the next level? Apply now to join Excis in Gurugram and become part of our global team delivering exceptional onsite IT support!