Technical Support Specialist

4 days ago

Newcastle, New South Wales, Australia Nexon Asia Pacific Full time
Service Desk Engineer - Newcastle

**Job Summary**

We are seeking a skilled Service Desk Engineer to provide technical assistance to our diverse client portfolio. As a key member of our team, you will be responsible for troubleshooting and resolving technical issues, providing excellent customer service, and working collaboratively with internal teams.

**Key Responsibilities**

* Assist customers with routine IT issues and escalate more complex matters
* Serve as the first point of contact for customers seeking assistance over the phone or email
* Perform remote troubleshooting using 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
* 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

**Requirements**

* Experience as a help desk technician or in another equivalent customer support role
* 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 Nexon**

At Nexon, we offer 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.

**Why Choose Nexon?**

We are a company that values our employees and provides a supportive work environment. If you are a motivated professional passionate about business growth, innovation, and excellence, we encourage you to apply for this exciting opportunity.

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