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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.
Position Summary
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
Responding to client inquiries, troubleshooting technical issues, and providing prompt resolutions
Collaborating with the Support Team to manage tickets and escalating 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 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: driver license and experience 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
Outstanding 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
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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📌 It Help Desk Support Engineer (New South Wales)
🏢 The Missing Link
📍 New South Wales