Service Desk Engineer

10 hours ago

Sydney, New South Wales, Australia Nexon Asia Pacific Pty Ltd Full time $90,000 - $120,000 per year

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.

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
  • 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
  • Excellent communication skills, written and verbal
  • Customer-oriented, able to work autonomously and under pressure

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.

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