IT & Workplace Support Engineer

About the Opportunity

Join The Missing Link as an IT & Workplace Support Engineer supporting one of Australia's premier telecommunications companies in onsite roles located in Sydney, Melbourne, and Adelaide. This role involves providing practical, hands-on support within a major enterprise environment to ensure smooth operation of workplace technologies for end users.

Role Overview

As an embedded IT & Workplace Support Engineer, you'll act as a trusted technology partner delivering real-time troubleshooting, device deployment, and maintenance services. Work hours include a fortnightly rotating roster covering 7:00am to 7:00pm, Monday to Friday, with occasional on-call duties beyond standard service periods.

Who We're Looking For

We welcome candidates at all stages of their IT careers — from fresh entrants eager to learn and grow, those with 1-2 years of IT support experience seeking advancement, to experienced professionals skilled in workplace technology and End User Computing (EUC).

Key Responsibilities

• Provide deskside, walk-up, and onsite IT support for end users.
• Troubleshoot hardware, software, Microsoft 365, and network connectivity issues.
• Manage incident tickets and service requests from initiation through resolution.
• Deploy, configure, and maintain desktops, laptops, mobile devices, and peripherals.
• Support onboarding, office relocations, meeting room setups, and workplace technology.
• Handle device lifecycle processes including deployments, refreshes, and replacements.
• Maintain comprehensive asset records, documentation, and knowledge resources.
• Collaborate with Service Desk teams, vendors, and specialists to resolve technical challenges.
• Participate in improving services, technology rollouts, and encouraging user adoption.

Essential Qualifications and Experience

• Relevant qualifications such as Certificate IV, Diploma or Degree in IT, or equivalent hands-on experience.
• Proven experience in IT Support roles including deskside assistance, Tech Bar, Service Desk, or Workplace Technology.
• Competence supporting Windows devices and Microsoft 365 ecosystems.
• Strong troubleshooting skills across hardware, software, and mobile device issues.
• Experience operating ITSM tools and adhering to service level agreements.
• Advantageous to have experience in enterprise or managed IT services or supporting VIP clients.

Desirable Certifications

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

Competencies and Personal Attributes

• Effective problem-solving and troubleshooting abilities.
• Strong communication and customer service orientation.
• Capability to prioritize workload independently.
• Positive demeanor, meticulous attention to detail, and eagerness to learn.
• Ability to engage stakeholders and work collaboratively in teams.

Benefits and Career Development

• Exposure to a broad spectrum of modern workplace technologies.
• Opportunity to develop technical skills within complex enterprise IT environments.
• Mentorship and learning alongside seasoned engineers, consultants, and specialists.
• Involvement in technology projects including upgrades and digital transformation.
• Experience working across diverse clients and industries.
• Clear pathways for career advancement within a growing technology practice.
• Collaborative culture centered on delivering excellent customer experiences.
• A workplace that values learning, development, and career progression.
• Recognition as part of a reputable company supported by global leader Infosys.
• Diverse daily tasks working directly with users supporting critical business IT services.