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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.
About the Role
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
Respond to client inquiries, troubleshoot technical issues, and provide prompt resolutions.
Collaborate with the Support Team to manage tickets and escalates incidents as necessary.
Ensure compliance with Incident Management and Problem Management processes.
Demonstrate strong technical proficiency and mentor junior team members.
Maintain accurate time entries and meet Service Level Agreements (SLA).
Requirements
Minimum 1-2 years of 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: valid driver license and experience providing 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 programmes.
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Information Technology
Industries
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