Help Desk Engineer: Frontline Tech & Customer Support

Nexon Asia Pacific; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

Nexon Asia Pacific is seeking a competent help desk technician to provide fast and useful technical assistance to a diverse client portfolio, handling queries on basic issues and offering guidance to resolve them. You will be the first point of contact by phone or email, perform remote troubleshooting, determine the best solution, and walk customers through the resolution while maintaining clear updates.

Applicants should have experience with Active Directory, ServiceNow and Citrix, strong

Qualifications

• Proven experience in a help desk or customer support role.
• Excellent written and verbal communication in English.
• Ability to diagnose and resolve basic technical issues.

Responsibilities

• Serve as the first point of contact for customers by phone or email.
• Perform remote troubleshooting and ask pertinent questions.
• Determine and communicate the best solution based on the issue.
• Walk customers through the resolution and document steps taken.
• Escalate unresolved issues to higher level support when needed.
• Provide accurate information on products or services and log events.

Skills

Customer support

English communication

Troubleshooting

Tools

Active Directory

ServiceNow

Citrix

Job description

Nexon Asia Pacific is seeking a competent help desk technician to provide fast and useful technical assistance to a diverse client portfolio, handling queries on basic issues and offering guidance to resolve them. You will be the first point of contact by phone or email, perform remote troubleshooting, determine the best solution, and walk customers through the resolution while maintaining clear updates.

Applicants should have experience with Active Directory, ServiceNow and Citrix, strong