L1 Help Desk Engineer — Enterprise Onsite IT Support

The Missing Link; Brisbane; On-site; AUD 60,000 - 75,000; Full time

Job summary

The Missing Link is seeking an L1 Help Desk Support Engineer to join our Brisbane/Adelaide team. You will deliver onsite IT support to end users across a range of workplace technologies, acting as a trusted technology partner for a major telecommunications client.

You will troubleshoot hardware, software and connectivity issues, deploy devices, and manage incidents from ticket to resolution in a large-scale enterprise setting.

Qualifications

• Certificate IV, Diploma or Degree in Information Technology, or equivalent practical experience.
• Experience in IT Support, Deskside Support, Service Desk or Workplace Technology.
• Experience supporting Windows devices and Microsoft 365 environments.
• Experience troubleshooting end-user hardware, software and mobility issues.
• Experience using ITSM tools and working within service levels.
• Enterprise, managed services or VIP support experience is advantageous.

Responsibilities

• Provide onsite, deskside and walk-up IT support to end users.
• Troubleshoot hardware, software, Microsoft 365 and connectivity issues.
• Manage incidents and service requests through to resolution.
• Deploy, configure and support desktops, laptops, mobile devices and peripherals.
• Support onboarding, meeting rooms and workplace technologies.
• Manage device lifecycle activities including deployments, refreshes and replacements.
• Maintain asset records, documentation and knowledge articles.
• Work with Service Desk teams, vendors and technical specialists to resolve issues.
• Contribute to service improvements, technology rollouts and user adoption initiatives.

Skills

Troubleshooting

Communication

Prioritization

Customer service

Stakeholder engagement

Teamwork

Education

IT qualification (Certificate IV / Diploma / Degree)

Tools

ITSM tools

Job description

The Missing Link is seeking an L1 Help Desk Support Engineer to join our Brisbane/Adelaide team. You will deliver onsite IT support to end users across a range of workplace technologies, acting as a trusted technology partner for a major telecommunications client.

You will troubleshoot hardware, software and connectivity issues, deploy devices, and manage incidents from ticket to resolution in a large-scale enterprise setting.