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Get AI-powered advice on this job and more exclusive features.Company paid certificationsSupportive and collaborative teamAbout UsWe''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 SummaryWe 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.ResponsibilitiesResponding to client inquiries, troubleshooting technical issues, and providing prompt resolutionsCollaborating with the Support Team to manage tickets and escalating incidents as necessaryEnsuring compliance with Incident Management and Problem Management processesDemonstrating strong technical proficiency and mentoring junior team membersMaintaining accurate time entries and meeting Service Level Agreements (SLA)RequirementsMinimum 1-2 years IT support experienceExperience within MSP settings, thriving amid shifting priorities and high paceExcellent written, verbal and non-verbal communication skillsWillingness to learn and collaborate in a team environmentConsistently accurate with a focus on detailDemonstrates emotional intelligence in every interactionHandles customer interactions with clarity and patience, even in high-demand situationsTechnical ExperienceMicrosoft 365 administration: user onboarding/offboarding, mailbox and license management, email supportGeneral Troubleshooting: MFA, Conditional Access, Email Security, Vendor supportBasic networking knowledge: LAN, WAN, WiFi, and VPN troubleshootingEnduser computing support: Windows OS, desktop applications, Microsoft Office SuiteDevice deployment: rebuild and provisioning of workstations using Autopilot/IntuneTicket management: handling incidents, service requests, and problem records through ITSM toolsOn site client support: driver license and experience face to face supportCertifications: industryrecognised certifications (Microsoft preferred)BenefitsSupportive, collaborative and respectful environmentOpportunity to work with an experienced team of Service Experience EngineersPotential for future career opportunities within our companyGreat environment with regular staff eventsFree breakfast, soft drinks/juices and monthly lunchesCompany culture that fosters learning and development through training and mentoring programsSeniority levelAssociateEmployment typeFull-timeJob functionInformation TechnologyIndustriesIT Services and IT Consulting #J-18808-Ljbffr