Service Desk Engineer - Sydney

Nexon Asia Pacific; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid Working model

Professional development opportunities

Employee referral bonuses

Mental and Physical Health initiatives

Diversity & Equity focus

Job summary

A leading company is looking for a Service Desk Engineer to provide fast and effective technical support at their Sydney office. The role includes assisting customers through remote troubleshooting, diagnosing issues, and ensuring high-quality customer service. This hybrid position offers opportunities for professional development in a supportive work culture focused on career growth and well-being.

Qualifications

• Proven experience as a help desk technician.
• Understanding of Network, Telephony, Unified Communications, and Cloud solutions.
• Ability to diagnose and resolve technical issues.

Responsibilities

• Serve as the first point of contact for customers seeking assistance.
• Perform remote troubleshooting through diagnostic techniques.
• Direct unresolved issues to the next level of support personnel.

Skills

Technical support

Customer-oriented

Communication skills

Troubleshooting

Job description

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This is a hybrid role currently based at the Summer Hill office, which will be relocating to the CBD in the near future.

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
• 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:

• Client-focused with a commitment to excellent customer service
• Ability to work autonomously and as part of a team environment with strong communication and collaboration skills
• A strong sense of ownership, the ability to communicate effectively with clients and internal staff across all aspects of the business
• Excellent time management skills, attention to detail and process oriented
  
  

Why Nexon?At Nexon, we offer more than just a job. We provide a supportive work culture with the following benefits:

Tailored Work-Life Harmony

Embrace a personalised work experience with our Hybrid Working model, allowing you to balance professional success with personal well-being.

Unlimited Growth Potential

Fuel your career aspirations with endless professional development opportunities, clear advancement pathways, and enticing employee referral bonuses. Your success is our priority.

Wellbeing And Belonging

Experience a culture that cares - from Mental and Physical Health initiatives, fun-filled Anniversary Celebrations, to engaging in Community Giving. We prioritise Diversity & Equity, creating an inclusive workforce where everyone thrives.

Join Nexon and elevate your career! We are seeking motivated professionals passionate about business growth, innovation, and excellence.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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