IT Help Desk Support Engineer - L1

About Us

The Missing Link has been operating in Australia for over 27 years, helping businesses achieve their goals through IT transformation with our core offerings; IT & Cloud, Cyber Security and Automation. The Missing Link is one of the most awarded IT companies in Australia - recognised mainly for our people and processes. With over 190+ staff and 25+ different countries represented in our business, we've cultivated a respectful and positive workplace where everyone feels valued, respected, and empowered.

The Role

We are currently seeking an 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.

Working in a fast paced environment across our diverse range of clients, you will be responsible for:

• Responding to client inquiries, troubleshooting technical issues, and providing prompt resolutions
• Collaborating with the Support Team to manage tickets and escalate 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)

To learn more about our Service Experience team we invite you to spend 5 minutes with Rohan Augustine:

https://www.themissinglink.com.au/news/five-minutes-with-rohan-augustine

Requirements

• Minimum 2 years IT support experience.
• Experience in a MSP or Cloud provider environment.
• Degree in Computer Science, Information or related field.
• Excellent written, verbal, and non-verbal communications skills.
• Willingness to learn and collaborate in a team environment.
• Logical problem-solving skills.
• Good attention to detail.
• Engaging personally that reflects through your communication.
• Excellent phone manner under pressure.
• Defence force experience is desirable.

Technical Experience:

• Microsoft 365, user management, and email support
• Networking, servers, and VPN
• Desktop applications and Microsoft Suite
• PC hardware and network printers
• ITSM Tools, incident/problem management

• Industry certifications

Benefits

A great company culture is very important to The Missing Link. Keeping everyone happy is one of our top priorities.

Here are some of the best bits about working at The Missing Link and some of the ways we try and maintain our staff happiness levels:

• 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 drinks, and breakfast.
• Company culture that fosters learning and development through training and mentoring programs

Last updated on Jul 26, 2024