About Us The Missing Link has been operating in Australia for over 27 years, helping businesses achieve their goals through IT transformation with our core offerings; IT & Cloud, Cyber Security and Automation. The Missing Link is one of the most awarded IT companies in Australia - recognised mainly for our people and processes. With over 190 staff and 25 different countries represented in our business, we've cultivated a respectful and positive workplace where everyone feels valued, respected, and empowered. The Role Unique opportunity for a dynamic and motivated individual to join our team for an onsite engagement at one of our key clients. This role promises to be a rewarding experience, where you’ll work on innovative projects, collaborate with passionate professionals, and make a real impact. This exciting career opportunity to join our team in an onsite role that offers the perfect balance of autonomy and support You’ll have the freedom to take charge of your projects and make impactful decisions, all while knowing that our dedicated head office team is there to back you up whenever you need it. This opportunity ensures you can thrive independently, yet never feel isolated, as you’ll be part of a collaborative and supportive network. The role plays a crucial part in delivering exceptional support to one of our most valued customers. You will provide technical assistance, resolve incidents and contribute to maintaining our high standards of service ensuring maximum customer satisfaction is achieved. If you’re looking for a role that empowers you to excel while providing the resources and guidance to succeed, this is the opportunity for you Key Responsibilities Working in a fast paced environment, you will be responsible for: 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 2 years IT support experience Experience in a MSP as an onsite resource is highly desirable Degree in Computer Science, Information or related field Excellent written, verbal, and non-verbal communications skills Willingness to learn and collaborate in a team environment Logical problem-solving skills Good attention to detail Engaging personally that reflects through your communication Excellent phone manner under pressure Defence force experience is desirable Technical Experience: Microsoft 365, user management, and email support Networking, servers, and VPN Desktop applications and Microsoft Suite PC hardware and network printers ITSM Tools, incident/problem management Industry certifications 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 Service Experience Engineers Potential for future career opportunities within our company. Great environment with regular staff events, free drinks, and breakfast. Company culture that fosters learning and development through training and mentoring programs