Field Services Engineer, Sydney
- Provide Level 2 support onsite and remotely for customers.
- Diagnose and resolve end-user hardware and software issues.
- Maintain accurate ticket notes and escalate complex issues.
Field Services Engineer: (Onsite)
We're seeking a customer-focused IT Field Services Engineer (L2) to join Nexon Asia Pacific in a permanent role. This role will be working onsite supporting our customers. You'll provide hands-on troubleshooting and escalation support, deliver excellent onsite experience, and work closely with our Service Desk and Level 3 teams to resolve incidents and requests efficiently.
Key Responsibilities:
- Provide Level 2 support onsite and remotely (ticketing system,phoneand email)
- Act as an escalation point for the Level 1 Service Desk and internal support teams
- Diagnose and resolve end-user hardware, software,operating systemand application issues
- Perform hands-on IMAC activities (installs, moves, adds and changes), including device builds and user setups
- Troubleshoot Microsoft 365 issues (Outlook, Teams, OneDrive/SharePoint) and identity/access issues (AD/Azure AD)
- Maintainaccurateticket notes, updates and customer communications to agreed SLAs
- Escalate complex issues to Level 3 and/or vendors and coordinate through to resolution
- Document fixes, knownerrorsand support processes to improve team efficiency
- Provide dedicated onsite support and build strong relationships with key stakeholders
What Will Make You Successful:
- Managed Service Provider (MSP) experience highly regarded
- Over 3+ years' experience in Field Services / Desktop Support in a mid to large environment
- Strong troubleshooting across Windows environment and common business applications
- Strong Microsoft knowledge (Microsoft 365, Exchange, SharePoint/OneDrive, Teams)
- Active Directory administration, GroupPolicyand basic PowerShell capability
- Exposure to Azure/Azure AD and endpoint management tools (e.g., Intune) desirable
- Remote support experience (RDP/Terminal Services; Citrix Virtual Apps desirable)
- ITSM experience (ServiceNow and/or N-able desirable)
About You
- Excellent written and verbal communication skills, with a strong customer-service mindset
- Proven experience in a customer-facing IT support role (internal and/or external customers)
- Able to work autonomously in the field while collaborating effectively with a broader support team
- Strong ownership mindset, able to prioritise and drive tickets through to resolution
- Well organised with great time management and attention to detail
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