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 our customers.
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,phoneand email) Act as an escalation point for the Level 1 Service Desk and internal support teams Diagnose and resolve end-user hardware, software,operating systemand 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) Maintainaccurateticket notes, updates and customer communications to agreed SLAs Escalate complex issues to Level 3 and/or vendors and coordinate through to resolution Document fixes,



knownerrorsand 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 setting Strong troubleshooting across Windows environment and common business applications Strong Microsoft knowledge (Microsoft 365, Exchange, SharePoint/OneDrive, Teams) Active Directory administration, GroupPolicyand 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

📌 Field Services Engineer, Melbourne (Victoria)
🏢 Nexon Asia Pacific
📍 Victoria