This is a IT Support Engineer (Level 1) role with The Missing Link based in North Sydney, NSW, AU The Missing Link Role Seniority - junior, mid level More about the IT Support Engineer (Level 1) role at The Missing Link 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. 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) 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 Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the The Missing Link team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Responding to client enquiries ⚙️ Managing incidents and service requests Collaborating within the Support Team Key Strengths Microsoft 365 administration ️ Strong communication skills Troubleshooting skills Basic networking knowledge Industry-recognised certifications ❤️ Emotional intelligence A Final Note: This is a role with The Missing Link not with Hatch.
