IT Help Desk Support

at  The Missing Link

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.

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.

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

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)

This is a full-time position based in our office in Artarmon, with the option of 1-2 days work from home after a probationary period of 3 months.