Senior Service Desk Engineer / Lead

• Competitive base salary plus super plus bonus
• North Shore Location
• Hybrid working environment
• Career path into team leadership
• Company paid certifications
  

The Role

Due to expansion and growth, we are looking to add to our Service Desk team. This is a perfect opportunity for a Senior Service Desk Engineer looking to transition into a Lead role.

As Senior Service Desk Engineer you will be a technical expert providing L1 Support and exceptional customer service.  You will be the first point of contact for your team and lead by example.

In your capacity of Team Lead you will act as a mentor and provide training and development to the Interns, Associates and Junior L1 Engineers in your team.

On day to day basis you will be involved in:

1. Support Excellence

• Ensure customer Service Level Agreements (SLA) are met.
• Proactively communicate with clients and stakeholders within appropriate timeframes.
• Assist the team in completing technical work, resolving incidents and reducing backlogs.
• Focus on first-call resolution and ensure ticket hygiene is being maintained.
• Ensure the team is following Incident Management and Problem Management processes.
• Actively take ownership for complex tickets ensuring commercial awareness is applied.

2. Quality Assurance

• Review of team timesheets weekly ensuring billable targets are met.

• Ensure team time entries are accurate, comply with guidelines, and are submitted and approved within agreed timeframes.
• Maintain positive client feedback (CSAT).
• Identify risks and communicate clearly the impacts to relevant stakeholders.

3. Technical Leadership

• Provide mentoring, feedback and direction to the team whilst demonstrating strong technical proficiency.  
• Support the business goals and contribute towards team harmony.
• Foster trust with the team and build positive working relationships.
• Display a caring attitude that adheres to our values.
• Ensure processes and procedures are being followed by the team.

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.

• Minimum 2-3 years’ IT Help Desk experience ideally in an MSP / Cloud provider environment
• Bachelor degree in IT or similar

Technical Experience working with:

• Microsoft 365, User management including security and email support
• Networking, server and VPN
• Desktop apps and Microsoft suite
• PC hardware; network printers and other devices
• ITSM Tools; process and technical mindset

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
• Training / mentoring programs
• Regular fun social events
• Diverse range of employee benefits including paid volunteer days
• Competitive salary package including bonus
• Free breakfast, soft drinks/juices and monthly lunches