Job Description

• Competitive base salary + super + bonus
• Company‑paid certifications
• Supportive, collaborative team environment

About Us

We are The Missing Link, one of Australia’s most awarded IT providers, proudly backed by global technology leader Infosys. For over 28 years, we have helped organisations thrive through innovative Cyber Security, IT & Cloud, and Automation solutions.

With more than 200 passionate team members, our culture is built on inclusion, innovation, and impact. We believe in supporting our people to grow, learn, and do meaningful work.

We are the Missing Link between where you are and where you want to be.

The Opportunity

We are looking for a Level 1 IT Help Desk Support Engineer to join our high‑performing Service Experience team. This is a fantastic opportunity for an early‑career IT professional who enjoys problem‑solving, working with customers, and developing their technical capabilities in a fast‑paced MSP environment.

You will be on the front line supporting our diverse client base, delivering exceptional service and helping us maintain the high standards we’re known for.

What You’ll Be Doing

In this role, you will:

• Respond to client enquiries, troubleshoot technical issues, and deliver timely resolutions
• Manage incidents and service requests, escalating where required
• Follow Incident and Problem Management processes to ensure service quality
• Maintain accurate time entries and meet agreed Service Level Agreements (SLAs)
• Work collaboratively within the Support Team to ensure excellent client outcomes
• Provide occasional on‑site, face‑to‑face support to clients

Please note: This recruitment process is managed internally.

We are not accepting applications from recruitment agencies. Direct applicants only.

Requirements

What We’re Looking For

Experience & Attributes

• 1–2 years’ experience in an IT support role
• Experience working in a Managed Service Provider (MSP) environment
• Strong written and verbal communication skills
• A proactive learner who enjoys working as part of a team
• High attention to detail and consistent accuracy
• Strong emotional intelligence and a calm, patient approach with customers
• Ability to thrive in a fast‑paced, high‑demand environment

Technical Experience

• Microsoft 365 administration (user onboarding/offboarding, licensing, mailboxes)
• General troubleshooting: MFA, Conditional Access, email security, vendor liaison
• End‑user computing support: Windows OS, Microsoft Office, desktop applications
• Basic networking knowledge: LAN, WAN, Wi‑Fi, VPNs
• Device provisioning and rebuilds using Autopilot / Intune
• Ticket management using ITSM tools
• Valid driver licence and experience providing on‑site support
• Industry‑recognised certifications (Microsoft certifications preferred)

Benefits

A great company culture is very important to The Missing Link. Keeping everyone happy is one of our top priorities.

We genuinely care about our people, and our culture reflects that. Some of the benefits of working with us include:

• Supportive, collaborative, and respectful workplace

• Exposure to an experienced team of Service Experience Engineers
• Ongoing learning through company‑funded training and certifications
• Clear pathways for career growth and internal opportunities
• Engaging workplace with regular staff events and social activities
• Free breakfast, soft drinks, and monthly team lunches
• A culture that values wellbeing, development, and belonging