Technical Support Lead
vor 7 Stunden
DescriptionCompetitive base salary plus super plus bonusNSW - North shore location or Melbourne CBDHybrid working environmentCareer path into team leadershipCompany paid certificationsThe RoleDue 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 Team Lead role.As Technical Support Lead 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 Technical Support Lead you will act as a mentor and provide training and development to the Interns, Associates and Junior L1 Engineers in your team.On a day-to-day basis you will be involved in :Support ExcellenceEnsure 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.Quality AssuranceReview 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.Technical LeadershipProvide 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 UsThe 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.RequirementsMinimum 2-3 years' IT Help Desk experience ideally in an MSP / Cloud provider environmentBachelor degree in IT or similarTechnical Experience working with :Microsoft 365, User management including security and email supportNetworking, server and VPNDesktop apps and Microsoft suitePC hardware; network printers and other devicesITSM Tools; process and technical mindsetBenefitsA 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 environmentTraining / mentoring programsRegular fun social eventsDiverse range of employee benefits including paid volunteer daysCompetitive salary package including bonusFree breakfast, soft drinks / juices and monthly lunches#J-18808-Ljbffr
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