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 via 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 (install, move, add, and change), 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 robust 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 organized 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.

All candidates must have full permits to work in Australia.

#J-18808-Ljbffr

📌 Field Services Engineer, Melbourne
🏢 Nexon Asia Pacific
📍 Melbourne