L2 IT Technical Lead

1 week ago

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

ABOUT US

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 180+ 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.

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.


KEY RESPONSIBILITIES

1. IT Services Support

  • Manage Service Level Agreements (SLA) identify and prevent SLA breaches before they occur.
  • Proactively communicate with clients and stakeholders within appropriate timeframes.
  • Assist the team in resolving incidents and reduce backlogs.
  • Maintenance of ticket hygiene ensuring ticket status is accurate, uptodate and contains all information.
  • Ensure the team is following Incident Management and Problem Management processes.
  • Actively taking ownership for complex tickets ensuring commercial awareness is applied.

2. Quality Assurance

  • Review of team timesheets 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).
  • Proactively track and complete all action items assigned to level 2 without additional prompts.
  • Identify risks and communicate clearly the impacts to relevant stakeholders.

3. Technical Lead

  • Provide guidance while demonstrating strong technical proficiency.
  • Support the business goals and contribute towards team harmony.
  • Build positive working relationships and drive inter team collaboration with a client centric outcome.
  • Display a caring attitude that adheres to our values.
  • Ensure processes and procedures are being followed by the team.
  • Contribute towards continuous improvements

Requirements:

  • Minimum 7 years IT industry experience
  • Minimum 3 years MSP / Cloud Provider experience
  • Technical experience with Microsoft 365, Exchange Online, Azure Entra ID, Windows Server (ie. DNS and DHCP), Intune and Azure Services for Device Management, and network & firewalls.
  • Security focussed mindset with Endpoint protection experience (Sophos, CrowdStrike etc.)
  • Experience with ITSM Tools
  • Incident Management and Problem Management experience
  • Process driven and strong organisational skills.
  • Industry certifications. E.g. AZ104, MS100, MS500 or similar

Whilst not essential, the following would be beneficial:

  • Experience with Mimecast, Veeam B&R and VMWare vSphere
  • ITIL v4 Foundation Certified

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
  • Training / mentoring programs
  • Regular fun social events
  • Diverse range of employee benefits including paid volunteer days
  • Great bonus structure
  • Hybrid working arrangements
  • Free breakfast, drinks and monthly lunches

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