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 role. This role will be working onsite 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.
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Key Responsibilities:
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Provide Level 2 support onsite and remotely (ticketing system,phoneand 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 systemand 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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Maintainaccurateticket
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, knownerrorsand support processes to improve team efficiency
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Provide dedicated onsite support and build robust 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 workplace
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Strong troubleshooting across Windows workplace and common business applications
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Strong Microsoft knowledge (Microsoft 365, Exchange,
SharePoint/OneDrive,
Teams)
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Active Directory administration, GroupPolicyand 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 great time management and attention to detail
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📌 Field Services Engineer, Sydney (New South Wales)
🏢 Nexon Asia Pacific
📍 New South Wales