L1 Help Desk Support Engineer

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

Brisbane | Adelaide Are you passionate about technology and delivering exceptional customer service? The Missing Link is growing and we are looking for L1 Help Desk Support Engineers to join our team to support one of Australia's leading telecommunications organisations. This is an exciting opportunity to work onsite within a large-scale enterprise environment, providing hands‑on support and assist in delivering a seamless technology experience to end users across a range of workplace technologies.

About the Role

As L1 Help Desk Support Engineer, you will be work onsite with one of our key telecommunications clients, acting as a trusted technology partner for their workforce. You will provide real‑time support, troubleshoot technical issues, deploy devices and equipment, and ensure users can work productively and efficiently.

About Us

We are The Missing Link, one of Australia's most awarded IT providers, now backed by global powerhouse Infosys. For over 28 years, we have 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.

What you will be doing

• 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.

Essential

• Certificate IV, Diploma or Degree in Information Technology, or equivalent practical experience.

Experience

• Experience in IT Support, Deskside Support, Tech Bar, Service Desk or Workplace Technology support.
• 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.

Desirable

• Microsoft Fundamentals (MS-900, AZ-900)
• Microsoft Endpoint Administrator
• Microsoft Modern Desktop Administrator
• CompTIA A+

Skills Requirements

• Strong troubleshooting and problem‑solving abilities.
• Excellent communication and customer service skills.
• Ability to manage competing priorities and work independently.
• Positive attitude, strong attention to detail and willingness to learn.
• Strong stakeholder engagement and teamwork skills.

What's in it for you

• Work across a broad range of modern workplace technologies.
• Build your technical capability with exposure to enterprise environments.
• Learn from experienced engineers, consultants and technology specialists.
• Participate in technology projects, upgrades and transformation initiatives.
• Access clear career progression opportunities within a growing technology practice.
• Be part of a collaborative team focused on delivering exceptional customer experiences.
• Having a great company culture is very important to The Missing Link. Keeping our team happy is one of our top priorities.
• Here are some of the best things about working with The Missing Link:
• A culture that values learning, development, and career progression.
• A respected name backed by a strong track record of success, recognised industry awards, and the global strength of Infosys.
• Variety in your day, working directly with users and supporting a diverse range of technologies and business‑critical services.
• Build valuable experience within an enterprise client environment that can accelerate your career in workplace technology, end‑user computing and IT support.