About the role
We are seeking experienced IT Field Service and Support Technician's to provide hands‑on technical support to end users in an enterprise environment. This role involves both on‑site and remote support, delivering software and technical solutions in line with agreed Service Level Agreements (SLAs).
You will play a key role in maintaining accurate ticket records, acting as an escalation point for the Service Desk, providing call overflow support when required, and identifying recurring issues and knowledge gaps to support continuous improvement.
Key Responsibilities
* Provide timely and effective status updates to customers
* Log, manage and resolve incidents and service requests accurately
* Troubleshoot and resolve hardware and software issues in a Windows environment
* Perform root cause analysis for recurring technical issues
* Develop, test and implement solutions identified during troubleshooting
* Act as a technical escalation point for the Service Desk
* Use tools such as Event Viewer, Reliability Monitor and SetupDiag
* Liaise with customers and technical teams through regular updates
* Contribute to SOE documentation and knowledge articles
Skills & Experience
* 2 + Year 's in a Field technician role or similar.
* Experience in a Service Desk or Desktop Support role
* Strong troubleshooting skills in a Windows 10/11 Enterprise environment
* Experience with in‑place upgrades and clean installations
* Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint)
* Desktop, LAN and printer troubleshooting experience
* Experience diagnosing and resolving software issues
* Ability to perform structured root cause analysis
* Experience using incident management / ticketing tools
* Exposure to user support, user training or LAN administration
* Knowledge of Standard Operating Environment (SOE) principles
What's in it for you?
We’re proud to offer a supportive and rewarding workplace culture, with a strong focus on career growth and wellbeing. Alongside industry-leading benefits, you’ll enjoy bonus and wellness days after six months, 14 weeks of paid parental leave, and up to four paid volunteer days each year. We also provide access to exclusive discounts on health insurance, travel, entertainment and more, as well as salary packaging options such as car leasing and superannuation. To further support you and your family, we offer a free and confidential Employee Assistance Program
At NEC
NEC Australia helps customers gain greater business value from their technology investments, by delivering end-to-end technology solutions, business and IT transformation consultancy, professional services, communications solutions, application and solutions development and infrastructure and applications managed services and support. www.nec.com.au
NEC is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders.