IT Help Desk Support Engineer - L1

We are currently seeking an experienced Level 1 IT Help Desk Support Engineer to join our team in Sydney. 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.

Competitive base salary plus super plus bonus
Company paid certifications
Supportive and collaborative team
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)
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 200+ staff and 25+ different countries represented in our business, we've cultivated a respectful and positive workplace where everyone feels valued, respected, and empowered.

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

Requirements

Minimum 1-2 years IT support experience.
Experience in an 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 breakfast, soft drinks/juices and monthly lunches
Company culture that fosters learning and development through training and mentoring programs
 

Australia
New South Wales
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