Job Description

Are you a proactive Infrastructure Support Engineer who enjoys solving complex technical issues and delivering outstanding customer experiences? We’re looking for someone who thrives in a fast‑paced managed services environment and enjoys supporting modern Microsoft-based infrastructure.

In this role, you’ll handle Level 2 incident and problem management, working across Microsoft 365, Azure, Windows Server, networking, backups and security platforms. You will collaborate closely with Service Desk and Systems Engineers, mentor Level 1 engineers, and play a key role in keeping our customers’ environments healthy, stable and secure.

You will be trusted to manage and prioritise tickets, contribute to continuous improvement, support onsite engineering schedules, and step up as backup to the Service Desk Team Leader when needed. Just as importantly, you’ll bring clear communication, strong documentation habits, and a customer‑first mindset.

Key Responsibilities

• Provide Level 2 incident and problem management, ensuring timely resolution in line with SLAs

• Support and mentor Level 1 Service Desk Engineers, maintaining knowledge transfer and ticket ownership
• Diagnose and resolve issues across Microsoft 365, Azure, Active Directory, Windows Server and networking
• Proactively monitor and maintain the health and performance of customer infrastructure
• Accurately document work, changes and time in ConnectWise
• Escalate complex issues appropriately and collaborate with Systems Engineers where required
• Assist with scheduling and coordination of onsite engineering resources
• Undertake backup monitoring, remediation and related administrative tasks
• Provide backup support to the Service Desk Team Leader and wider Service Desk during busy periods
• Deliver a consistently high level of customer service and communication

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.

Requirements

What we’re looking for:

• 3+ years’ experience in a Service Desk or MSP environment

• Strong knowledge of Microsoft 365, Azure, Active Directory and Windows Server
• Excellent troubleshooting, communication and time‑management skills
• A team player who enjoys knowledge sharing and ownership

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 Engineers and Consultants
• 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
• Competitive base salary plus super plus bonus

• Company paid certifications