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

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 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.

📌 Field Services Engineer, Sydney - (Onsite)
🏢 Nexon Asia Pacific
📍 Sydney