Field Services Engineer, Sydney - (Onsite)

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, 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

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, 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)

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

About Nexon Asia Pacific:
Nexon Asia Pacific has been providing dynamic IT solutions to clients from mid-market businesses, public and non-profit organisations since 2000. We support clients with highly skilled professionals spread across Australia with solutions including Cloud Services, Unified Communications, Managed Security, business continuity, high-performance network and business applications. For more information, visit www.nexon.com.au   
No agencies please, we have got this one covered.
All candidates must have full permits to work in Australia.