Field Services Engineer, Melbourne

Field Services Engineer: (Onsite) 
We're seeking a customer-focused IT Field Services Engineer (L2) to join Nexon Asia Pacific in a permanent, onsite role supporting customers across Sydney CBD and metro locations. 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