Software Support Team Leader jobs

Sydney | Melbourne | Adelaide

Are you passionate about technology and delivering exceptional customer service? The Missing Link is growing and we are looking for multiple IT & Workplace 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.

Whether your background is in Tech Bar, Deskside Support, Workplace Technology, End User Computing (EUC), Field Services, or IT Support, we would love to hear from you.

About the Role

As an IT & Workplace Support Engineer, you will be embedded 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.

All roles participate in a fortnightly shift rotation designed to provide service coverage between 7:00am and 7:00pm, Monday to Friday. From time to time, you will be required to participate in an on-call roster outside of standard service hours to support business and client requirements.

We welcome applications from candidates at all stages of their IT journey. Whether you are an experienced IT professional or someone looking to gain their first role in technology, we are interested in individuals who are curious, customer-focused, and eager to develop their technical skills in a supportive team environment.

We have roles available across a range of experience levels:

• starting your IT career and looking for an entry-level opportunity to develop your skills in a supportive environment;
• have 1-2 years of IT support experience and are ready to take the next step in your career; or
• an experienced support professional with a strong background in workplace technology, end-user computing, deskside support, field services, or technical leadership,

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, office moves, 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.

Requirements

Essential

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

• ITIL Foundation
• 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.
• Gain exposure to diverse clients, industries and technology environments.
• Access clear career progression opportunities within a growing technology practice.
• Be part of a collaborative team focused on delivering exceptional customer experiences.

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 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.