IT Help Desk Technician

• Competitive base salary plus super plus bonus

• North Sydney or Melbourne CBD
• 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.

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.

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)

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 communications 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 providing face to face support
• Certifications: industry-recognized certifications. (Microsoft preferred)

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 breakfast, soft drinks/juices and monthly lunches
• Company culture that fosters learning and development through training and mentoring programs