L2/L3 IT Support Engineer

1 week ago

Artarmon, New South Wales, Australia The Missing Link Full time

The Missing Link has been operating in Australia for over 26 years, helping businesses achieve their goals through IT transformation with our core offerings; IT & Cloud, Cyber Security and Automation.

Today, 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. We pride ourselves on our training and development that ensures our staff can grow their careers alongside our growing business.

Our people are our difference, and we are always looking for amazing talent to join our team. If you're looking for a highly successful, inclusive and fast-growing workplace, we'd like to talk to you.

About the role

This is a great time to join our Infrastructure Engineering Team as it embarks on a transformational journey to support the growth of our business. Reporting to our Service Operations Manager, you will be a key member of our fast-paced team.

Key Responsibilities:

  • BAU for L2 and L3 escalations
  • Priority 1 / Priority 2 incident management for services and platforms
  • Performing minor and major infrastructure changes
  • Take a lead role in reviewing IT environment and technically assist in onboarding clients
  • Proactively provide recommendations on best practices where improvement should be made
  • Mentor and develop our L1/L2 team by knowledge sharing and leading by example
  • Proactively identify and raise technical issues that could lead to potential risks
  • Documentation of our services and platforms as well as processes and guidelines
  • Maintain a knowledgebase for our technical staff
  • Improving knowledge and skills by contributing to business related trainings and exams
  • Work with our Security Team / SOC on security improvements and vulnerability remediations
  • Pager Duty

Requirements

  • Minimum 6 years' experience or more as a Systems Engineer or similar role
  • Minimum 3 years' MSP experience
  • Proven record and practical knowledge for core technologies like:
    • Microsoft Stack (Azure, M365, Exchange Online, AD/EntraID, Intune)
    • Backup (Veeam)
    • Email Routing and Security Gateways (Mimecast, Defender)
    • Endpoint protection (Sophos, CrowdStrike, Defender)
    • Windows Server
    • VMware Hypervisor
    • Basic Network knowledge (LAN, Routing, WAN)
  • Microsoft stack certifications highly recommended
  • Exceptional level of professionalism, organisational skills and efficient time management (timesheets)
  • Strong and effective communication and interpersonal skills
  • Strong technical problem-solving skills and commercial awareness
  • Ability to work in a fast-paced environment and familiar with MSP.
  • Experience with PowerShell scripting
  • The ability to deliver superior service and solutions to all key stakeholders

To be successful in this role you will be an autonomous and proactive individual with a keen willingness to learn and continually increase your knowledge and skills through our well supported training program.

Benefits

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 at The Missing Link:

  • Supportive, collaborative and respectful environment
  • Company culture that fosters learning and development through training and mentoring programs
  • Great environment with regular staff events, free drinks, and breakfast
  • Opportunities for professional development and career advancement

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