Overview

We are looking for a competent help desk technician to provide rapid and practical technical assistance to a diverse client portfolio, answering queries on basic technical issues and offer advice to solve them. You must have an excellent technical knowledge preferably with a basic understanding of multiple solutions such as Unified Communications, Network, Telephony and Cloud with the ability to communicate effectively to understand the problem, troubleshoot and articulate updates clearly to the business and the client through to resolution. You must be highly customer-oriented.

We sincerely believe that people are our best asset and to fulfill our vision, we need our team to operate with passion, recognising the reality while also striving to be the change we want to see.

Responsibilities
Serve as the first point of contact for customers seeking assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers




Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions from customers to the appropriate internal team
Identify and suggest possible improvements on procedures

Key Requirements
Proven experience as a help desk technician or in another equivalent customer support role
Experience with Active Directory, ServiceNow and Citrix
Tech savvy with working knowledge of products, databases, and services with a positive understanding of multiple systems across Network, Telephony, Unified Communications and Cloud
Ability to diagnose and resolve basic technical issues
Proficiency in English
Excellent communication skills, written and verbal
Customer-oriented, able to work autonomously and under pressure
J-18808-Ljbffr

📌 Service Desk Engineer Newcastle New South Wales
🏢 Nexon Asia Pacific
📍 New South Wales