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Nexon Asia Pacific Pty Ltd

✓ Verified Sponsor

Field Services Engineer, Sydney - (Onsite)

🗓️ Posted 2026-08-14 Australia Permanent ICT

Company shared salary

NA

Market rate

NA

Based on similar roles (title + domain + location).

Responsibilities

  • ● Provide Level 2 support onsite and remotely (ticketing system, phone and email)
  • ● Act as an escalation point for the Level 1 Service Desk and internal support teams
  • ● Diagnose and resolve end-user hardware, software, operating system and 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)
  • ● Maintain accurate ticket notes, updates and customer communications to agreed SLAs
  • ● Escalate complex issues to Level 3 and/or vendors and coordinate through to resolution
  • ● Document fixes, known errors and support processes to improve team efficiency
  • ● Provide dedicated onsite support and build strong relationships with key stakeholders
  • ● 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, Group Policy and 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)

Requirements

  • ● 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