Hybrid IT Help Desk Support Engineer – Level 1

at The Missing Link

• Job title: IT Help Desk Support Engineer – Level 1
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: ITSM
• Location requirements: Hybrid, Brisbane, Australia

About the role

• Level 1 IT Help Desk Support Engineer providing exceptional technical support to clients. Collaborating with team members to resolve incidents and maintain service quality in a fast-paced environment.

Responsibilities

• 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