2022 Service Desk Engineer null

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 offering advice to solve them. 

 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 in procedures

 Key requirements:

• 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

Want to learn more about Nexon?
Nexon Asia Pacific (Nexon) is an award-winning digital consulting and managed services partner for mid-market, and government organisations across Australia. We are an emerging brand, we’re growing, and we have momentum.  

We have a uniquely broad suite of solutions to service clients who require end-to-end capabilities coupled with specialist expertise in security, cloud and digital solutions. 
As a certified and accredited local and state government provider, CREST and ISO-certified, Nexon partners with world-class technology vendors to deliver innovative and integrated solutions.

Driven to deliver the highest standards of responsiveness, competency and transparency, our integrated solutions and close client relationships help propel organisations forward. For expertise, delivered with care, clients can look to the future with Nexon.

What we offer you:

We believe great businesses are built around great talent.  We see ourselves as a talent investment house – a place in which our people are our major investors, and their careers are their investments. 

Our people aim high and achieve high.  They are at the heart of everything we do.  In return for their amazing performance, we offer them a compelling value proposition built around a range of benefits, including:

Hybrid Working – We empower our employees and leaders to determine what working arrangement will bring the best out their best.

Professional Development – Because we value personal growth, we provide unlimited learning and development opportunities, including access to Professional Development Leave

Parental Leave – For our eligible working parents we offer paid primary carer and secondary carer leave

Advancement - Career opportunity is the number one reason people join our team, through our internal mobility / Career progression program we ensure clear growth pathways for our people.

Employee Referral bonus – We know good people so encourage referrals and reward you for it

Culture – We value a fun and supportive company culture and are always looking at excuses to have fun events in the office

Mental and Physical Health – We support the mental and physical well-being of our people with initiatives such as Nexon’s Employee Assistance Program, training on mental health awareness and annual flu jabs

Anniversary celebrations – It’s not hard to find people celebrating long tenure at Nexon so often celebrating long milestones!

Community giving – We already have a diverse workforce, but our newly formed DEIB team are looking at exciting new ways we can further this beyond our current partnerships such as Women in IT. 

All candidates must have full permits to work in Australia. 

Aboriginal and Torres Strait Islander People are encouraged to apply.