Service Desk Engineer, Melbourne

Nexon Asia Pacific; Sydney; Presencial; AUD 50.000 - 70.000; Jornada completa

Descripción de la vacante

Nexon Asia Pacific is seeking a competent help desk technician to provide fast and useful technical assistance to a diverse client portfolio. You will answer queries on basic issues and guide users through resolution.

The role requires strong communication, autonomy, and a customer-focused approach. You will troubleshoot remotely and escalate complex problems while documenting steps and outcomes for ongoing support. All candidates must have full work rights to work in Australia.

Formación

• Proven experience as a help desk technician or in another equivalent customer support role.
• Experience with Active Directory, ServiceNow and Citrix.
• Tech savvy with working knowledge across Network, Telephony, Unified Communications and Cloud.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills, written and verbal.
• Customer-oriented, able to work autonomously and under pressure.

Responsabilidades

• Serve as the first point of contact for customers by phone or email.
• Perform remote troubleshooting through diagnostic questions.
• Determine the best solution based on the issue and customer details.
• Walk the customer through the problem-solving process.
• Escalate unresolved issues to the next level of support.
• Provide accurate information on products or services.
• Record events and resolutions in logs.
• Follow-up and update customer status and information.
• Relay feedback or suggestions to the appropriate internal team.
• Identify and suggest improvements to procedures.

Conocimientos

Active Directory

ServiceNow

Citrix

Networking basics

Telephony

Unified Communications

Cloud

English proficiency

Herramientas

Active Directory

ServiceNow

Citrix

Descripción del empleo

We are looking for a competent help desk technician to provide fast and useful technical assistance to a diverse client portfolio, answering queries on basic technical issues and offer advice to solve them. You must have an excellent technical knowledge preferably with a basic understanding of multiple solutions such as Unified Communications, Network, Telephony and Cloud with the ability to communicate effectively to understand the problem, troubleshoot and articulate updates clearly to the business and the client through to resolution. You must be highly customer-oriented. We sincerely believe that people are our best asset and to fulfill our vision, we need our team to operate with passion, recognising the reality while also striving to be the change we want to see.

Your responsibilities will include:

• Serve as the first point of contact for customers seeking assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Key requirements:

• Proven experience as a help desk technician or in another equivalent customer support role
• Experience with Active Directory, ServiceNow and Citrix
• Tech savvy with working knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications and Cloud
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills, written and verbal
• Customer-oriented, able to work autonomously and under pressure

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

About Nexon Asia Pacific

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

All candidates must have full permits to work in Australia.