Job Description

Field Services Engineer: (Onsite)

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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.

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Key Responsibilities

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- Provide Level 2 support onsite and remotely (ticketing system, phone and email)
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- Act as an escalation point for the Level 1 Service Desk and internal support teams
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- Diagnose and resolve end-user hardware, software, operating system and application issues
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- Perform hands-on IMAC activities (installs, moves, adds and changes), including device builds and user setups
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- Troubleshoot Microsoft 365 issues (Outlook, Teams, OneDrive/SharePoint) and identity/access issues (AD/Azure AD)
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- Maintain accurate ticket notes, updates and customer communications to agreed SLAs
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- Escalate complex issues to Level 3 and/or vendors and coordinate through to resolution
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- Document fixes, known errors and support processes to improve team efficiency
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- Provide dedicated onsite support and build strong relationships with key stakeholders
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What Will Make You Successful

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- Managed Service Provider (MSP) experience highly regarded
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- Over 3+ years' experience in Field Services / Desktop Support in a mid to large environment
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- Strong troubleshooting across Windows environment and common business applications
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- Strong Microsoft knowledge (Microsoft 365, Exchange, SharePoint/OneDrive, Teams)
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- Active Directory administration, Group Policy and basic PowerShell capability
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- Exposure to Azure/Azure AD and endpoint management tools (e.g., Intune) desirable
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- Remote support experience (RDP/Terminal Services; Citrix Virtual Apps desirable)
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- ITSM experience (ServiceNow and/or N-able desirable)
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About You

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- Excellent written and verbal communication skills, with a strong customer-service mindset
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- Proven experience in a customer-facing IT support role (internal and/or external customers)
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- Able to work autonomously in the field while collaborating effectively with a broader support team
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- Strong ownership mindset, able to prioritise and drive tickets through to resolution
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- Well organised with outstanding time management and attention to detail
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About Nexon Asia Pacific

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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

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All candidates must have full permits to work in Australia.

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