Field Services Engineer, Sydney

Nexon Asia Pacific; Sydney; On-site; AUD 80,000 - 110,000; Full time

Job summary

Nexon Asia Pacific is seeking a customer-focused Field Services Engineer (L2) to join our on-site team in Australia. This permanent, onsite role involves hands-on troubleshooting, incident resolution, and close collaboration with Service Desk and Level 3 teams to deliver excellent customer service.

You will perform IMAC activities, manage Windows and Microsoft 365 issues, handle AD/AAD, and provide remote support as needed. Relevant MSP experience and strong communication are highly valued.

Qualifications

• MSP experience preferred and 3+ years in field services/desktop support
• Strong troubleshooting in Windows environments and business applications
• Proficient in Microsoft 365 suite
• Experience with Active Directory and Group Policy
• Experience with Azure/AAD and endpoint management tools
• Remote support experience (RDP/Terminal Services) and familiarity with ITSM tools

Responsibilities

• Provide Level 2 onsite and remote support via ticketing system, phone and email
• Escalate complex issues to Level 3 and vendors as needed
• Diagnose and resolve end-user hardware, software, OS, and application issues
• Perform hands-on IMAC activities and device builds
• Troubleshoot Microsoft 365 issues and identity/access problems
• Maintain accurate ticket notes and customer communications to SLAs
• Document fixes and known errors to improve team efficiency
• Provide dedicated onsite support and build relationships with stakeholders

Skills

MSP experience

Field Services

Windows troubleshooting

Microsoft 365

Active Directory

Azure/AAD

PowerShell basics

Remote support

ITSM tools

Tools

ServiceNow

N-able

Intune

Job description

Field Services Engineer: (Onsite)

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.

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 environment
• 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