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 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
Solid 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 ****.
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.
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📌 Field Services Engineer, Melbourne
🏢 Nexon Asia Pacific
📍 Melbourne