What's your job about?
I am a Service Desk Engineer within the Customer Services team at Nexon Asia Pacific. We are the first point of contact for customers to provide level 1 and 2 troubleshooting assistance. Our main objectives are to identify and record technical issues customers are facing. I apply diagnostic techniques to determine the best resolution and seamlessly reintegrate users back into their workflow.
What's your background?
I was born in the Philippines and moved to Australia when I was two years old. In my early years of university, I studied a Bacfor help of Commerce majoring in Finance and Economics at the University of Sydney. Though I came to realise the world of finance was not for me and decided to change my path of learning centred around Technology. I enrolled on an introductory Certificate III of Information, Digital Media, and Technology at TAFE. I enjoyed it so much, learning about topics such as networking and systems administration that I wanted to delve deeper. That is where I completed my Certificate IV in Cybersecurity and immediately after joined with a referral opportunity by my TAFE teacher.
Could someone with a different background do your job?
I believe studying at TAFE provided me with a realistic insight into my role and facilitated my progress in assimilating quickly. A person who is equally knowledgeable and resourceful, with the right attitude and mindset could be seen sitting right next to me in the same entry-level position.
What's the coolest thing about your job?
Today, for example, you could be learning about how company policy settings are pushed out through Group Policy Objects to end-user devices. Tomorrow you’re diving into the details of cloud infrastructure for a company that runs autonomously in the back end. Every day is different. There will be new complex challenges to solve, and it is endlessly exciting to learn about.
What are the limitations of your job?
In my firsthand experience in IT and with Nexon insofar, the perceivable limits are those that you set for yourself. There will be times when you do not have the answer or the solution, as your knowledge can only take you to an extent. This happens regularly for me however, it does not feel daunting but more of an exciting challenge to overcome. As a Service Desk Engineer you work amongst a team and alongside other Service Desk teams allowing for collaboration in these moments; to share their knowledge and experiences with you.
3 pieces of advice for yourself when you were a student...