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* Company paid certifications
* Supportive and collaborative team
About Us
We're The Missing Link — one of Australia's most awarded IT providers, now backed by global powerhouse Infosys. For over 28 years, we've helped businesses succeed with cutting-edge Cyber Security, IT & Cloud, and Automation solutions. With 200+ team members and a culture built on inclusion, innovation, and impact, we offer a workplace where you're valued, challenged, and supported to grow.
We are THE MISSING LINK between where you are and where you want to be.
Position Summary
We are currently seeking a Level 1 IT Help Desk Support Engineer to join our team. In this role, you will play a crucial part in delivering exceptional support to our clients and ensuring their satisfaction. As part of our Help Desk Support Team, you will provide technical assistance, resolve incidents, and contribute to maintaining our high standards of service.
Responsibilities
* Responding to client inquiries, troubleshooting technical issues, and providing prompt resolutions
* Collaborating with the Support Team to manage tickets and escalating incidents as necessary
* Ensuring compliance with Incident Management and Problem Management processes
* Demonstrating strong technical proficiency and mentoring junior team members
* Maintaining accurate time entries and meeting Service Level Agreements (SLA)
Requirements
* Minimum 1-2 years IT support experience
* Experience within MSP settings, thriving amid shifting priorities and high pace
* Excellent written, verbal and non-verbal communication skills
* Willingness to learn and collaborate in a team environment
* Consistently accurate with a focus on detail
* Demonstrates emotional intelligence in every interaction
* Handles customer interactions with clarity and patience, even in high-demand situations
Technical Experience
* Microsoft 365 administration: user onboarding/offboarding, mailbox and license management, email support
* General Troubleshooting: MFA, Conditional Access, Email Security, Vendor support
* Basic networking knowledge: LAN, WAN, Wi‐Fi, and VPN troubleshooting
* End‐user computing support: Windows OS, desktop applications, Microsoft Office Suite
* Device deployment: rebuild and provisioning of workstations using Autopilot/Intune
* Ticket management: handling incidents, service requests, and problem records through ITSM tools
* On site client support: driver license and experience face to face support
* Certifications: industry‐recognised certifications (Microsoft preferred)
Benefits
* Supportive, collaborative and respectful environment
* Opportunity to work with an experienced team of Service Experience Engineers
* Potential for future career opportunities within our company
* Great environment with regular staff events
* Free breakfast, soft drinks/juices and monthly lunches
* Company culture that fosters learning and development through training and mentoring programs
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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