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Service Desk Level 2 Engineer

NEXON - Summer Hill, NSW

Any Industry
Source: uWorkin


Service Desk Level 2 Engineer

At Nexon, our customers are at the centre of everything we do. Dynamic in nature, we exist to deliver IT Solutions that revolutionise the way our clients engage with technology to explore bigger and better opportunities that lead to better outcomes.

About You:
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.

What the role can offer you:

  • Flexible office working arrangements
  • Opportunity to be a part of a fast growing company with countless career opportunities.
  • A work culture that puts emphasis on professional development and growth
  • Valuable training offered across the business
  • Working alongside highly experienced IT professionals willing to share their knowledge
  • Entrepreneurial and innovative environment
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 (O365, Azure, AD, Group Policy)
  • Ability to diagnose and resolve Level 2 technical issues.
  • Proficiency in English
  • Excellent communication skills, written and verbal
  • Customer-oriented, able to work autonomously and under pressure
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 
Only Australian PR or Citizenship holders with full Australian working rights need apply.