The Missing Link

IT Help Desk Support Engineer

The Missing Link

full-time

Posted on:

Location Type: Hybrid

Location: North Sydney • Australia

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Tech Stack

ITSM

About the role

  • 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
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Microsoft 365 administrationGeneral troubleshootingBasic networking knowledgeEnd-user computing supportDevice deploymentTicket management
Soft skills
Excellent communication skillsWillingness to learnCollaborationAttention to detailEmotional intelligenceClarity in customer interactionsPatience in high-demand situations
Certifications
Industry-recognized certificationsMicrosoft preferred