IT Technical Lead
The Missing Link, Australia
Job Description
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 amp; 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 amp; Cloud, Cyber Security and Automation.
THE ROLE
Exciting career opportunity for a technically strong Infrastructure IT Support Technical Lead looking to take the next step in their career as a Technical Lead to train and develop our growing team. To be successful in this role you will be someone who is passionate about delivering exceptional support to our customers whilst overseeing the day-to-day operations of our high-performing IT Support Team. You will be an autonomous operator who takes pride in delighting our customers with your quality service, but who also inspires and can lead a team by example to a shared goal. You will oversee the day-to-day operations for the team including ticket management, technical escalations, advising on client processes amp; procedures and direction for the team as needed.
KEY RESPONSIBILITIES
1. IT Services Support
- Ensure customer Service Level Agreements (SLA) are met and identify and prevent SLA breaches before they occur.
- 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.
2. Quality Assurance
- Review 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.
3. Technical Lead
- Provide mentoring and guidance to the team whilst 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.
- 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.
- Contribute towards continuous improvements
Requirements
- Minimum 5-7 years’ IT industry experience
- Minimum 2-3 years’ MSP / Cloud provider experience
- Technical Experience in:
- 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 amp; 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. AZ-104, MS-100, MS-500 or similar
Whilst not essential, the following would be beneficial:
- Experience with Mimecast, Veeam Bamp;R and VMWare vSphere
- ITIL v4 Foundation Certified
- Defence Force experience desirable
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 includi